HFN: Manager, Customer Success
About The Position
The Manager, Customer Success’s primary function is to ensure Hanger’s Orthotic and Prosthetic Custom Fabrication process exudes consistent workflow, interface, and response to our external customers. This role is responsible for defining and managing the implementation and execution of Customer Support programs and policies for Hanger’s customers; driving changes that foster a culture of continuous improvement, streamlining processes, and enabling positive customer experiences. This role is customer-facing and serves as a critical escalation point for service issues, supporting customers through their journey from prospect to active client while delivering a seamless and exceptional experience.
Requirements
- Bachelor’s degree in Business Administration or equivalent.
- Minimum five years’ experience in healthcare sales support or related distribution sales support.
- Two years supervisory experience.
Nice To Haves
- Four years supervisory experience is preferred.
- Supervising/managing experience in a multi-site environment is preferred.
- Experience leading service system implementation (ie: MRP)
- Empathetic advocate for win-win ecosystem
- Strong problem solving skills
- Outstanding analytical skills, reporting and data analysis
- Ability to interact effectively at all levels of organization
- Familiarity with call center CRM utilization and call center phone systems
- Understanding of live chat and other digital communication methods
- Project management skills
- Effective oral/written communication skills
- Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
- Keep the patient at the center of everything that you do, building lifelong trust.
- Foster open collaboration and constructive dialogue with everyone around you.
- Continuously innovate new solutions, influencing and responding to change.
- Focus on superior outcomes, and calibrate work processes for outstanding results.
Responsibilities
- Build service team to ensure highest levels of customer interactions
- Drive process standardization, reputation management, customer retention and growth
- Manage various channels of customers communication
- Analyze customer feedback, complaints or questions and make recommendations
- Conduct analysis of existing processes and introduce new and existing tools that will effectively improve work processes and outcomes.
- Build industry and technical knowledge of O&P and apply to service levels
- Approximately 20% travel for onsite collaboration with HFN Customer Service teams and leaders and to understand our product portfolio and processes.
Benefits
- Competitive Compensation Packages
- 8 Paid National Holidays & 4 additional Floating Holidays
- PTO that includes Vacation and Sick time
- Medical, Dental, and Vision Benefits
- 401k Savings and Retirement Plan
- Paid Parental Bonding Leave for New Parents
- Flexible Work Schedules and Part-time Opportunities
- Generous Employee Referral Bonus Program
- Mentorship Programs- Mentor and Mentee
- Student Loan Repayment Assistance by Location
- Relocation Assistance
- Regional & National traveling CPO/CO/CP opportunities
- Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest
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What This Job Offers
Job Type
Full-time
Career Level
Manager
