Press Ganey & Associates-posted 7 months ago
$85,000 - $100,000/Yr
Full-time • Mid Level
Remote • Chicago, IL
Professional, Scientific, and Technical Services

The Advisor owns the adoption and success of Consumerism (CX) products in their user base and has a deep understanding of the healthcare marketing landscape including industry trends and key challenges and priorities. Advisors partner with Press Ganey clients and work cross-functionally with internal team members, primarily HX CSMs, to identify solutions to meet client challenges. Through alignment with the delivery and client success teams, Advisors ensure that improvement processes are implemented timely and align with the client's CX strategy. Advisors will leverage analytics, best practices, client networking and industry programs to provide proactive insights in the support of client's increased adoption and success with the CX products.

  • Deeply understand the unique challenges that client stakeholders face, with an equal understanding of how PG CX products and insights align to and support decision making for priorities.
  • Track client usage of PG products and partner with HX CSMs to improve and increase adoption of the CX products.
  • Provide feature overviews and deep dives to key clients when new functionality becomes available.
  • Provide on-demand improvement support and proactive analytic insights to engage clients in PG's differentiating value and service in the CX space.
  • Collaborate with thought leadership, BU Leadership, consulting, knowledge management, marketing, data science, and internal departments to create, adapt, and drive innovation in resources including analytics, social posts, blogs, case studies and other externally facing insights-at-scale.
  • Collaborate with BU, product, technology, delivery and thought leadership to identify market trends and provide feedback for new feature ideas.
  • Coordinates regular cadence of client performance overview presentations in coordination with the HX CSMs and Growth teams.
  • Support and lead industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey's value proposition.
  • Minimum 5 years' experience in healthcare field related to the improvement of the Consumer Experience.
  • Excellent interpersonal, communications, listening, and presentation skills.
  • Solid working knowledge of improvement methodology, best practices, and data analytics.
  • Ability to travel up to 25% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation.
  • Ability to work in a fast-paced environment while prioritizing competing client needs.
  • Obsession with customer experience including follow-up and problem resolution.
  • Bachelor's degree and 5 years minimum of prior relevant experience with healthcare consumer experience improvement.
  • Competitive salary range from $85,000 to $100,000.
  • Discretionary bonus or commission tied to achieved results.
  • Comprehensive benefits package.
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