Job Summary: 

• Work closely with markets to identify gaps in events, gifting calendars & clienteling opportunities
• Create strategies to increase the efficiency of private appointments, client advisor outreaches and clienteling events across all regions
• Evaluate and provide solutions to the in-store top customers journeys pain points & elevate the in store client experience
• Be the source of innovation and drive actions with the regions for all in store client experiences
• Work on tools for Client advisors to increase customer visit frequency and up sell
• Enhance staff training tools, create interactive modules, and always on material
• Strategize and Coordinate projects aimed at capturing customer's expectations, preferences and aversions
• Develop and enrich a dedicated catalog of communications, services, and other engagement opportunities for clients, by channel to be executed in stores by Client Advisors  
• Develop new learning programs and learning boosts to improve Client Advisors’ clienteling skills
• Create regular communications with retail teams to support the departments’ messages, activities and guidelines

Skills on Resume:

• Market Analysis (Hard Skills)
• Strategic Planning (Hard Skills)
• Customer Experience Management (Hard Skills)
• Innovation Management (Soft Skills)
• Training Development (Hard Skills)
• Project Coordination (Hard Skills)
• Communication Development (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Foster loyalty, improve profitability, and influence company success.
• Track and monitor issues and inquiries from clients, identify additional opportunities, improvements, and/or processes
• Create project timelines, manage engagement, milestones, and deliverables
• Facilitate solutions to technical problems through discussion with technical resources
• Provide technical expertise and assistance for improved adoption and advancement of clients
• Contribute to the reporting on the health of Varicent’s total customer base
• Work cross-functionally with Clients, Customer Success, Design, Development, Product, and Support teams to capture and identify key insights, and suggest areas of improvement
• Design playbooks for CS to address and scale programs, processes, and workflows
• Takes the lead for executive-level presentations
• Develop longer-term deployment plans

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Issue Tracking (Hard Skills)
• Project Management (Hard Skills)
• Technical Problem Solving (Hard Skills)
• Technical Support (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Process Design (Hard Skills)
• Strategic Planning (Hard Skills)

Job Summary: 

• Project management for collaborations, internal and external
• Securing the customer technology strategy & network evolution
• Structured Information Sharing Customer relations with CTO office
• Drive DNEW engagements towards CU and key strategic customers
• Represent DNEW in customer meetings covering long term planning and network evolution
• Strengthen and influence communication with customers, CU, operations, and DNEW
• Contribute to DNEW technology strategies and clarify priorities and needs to DNEW
• Proactively work with CUs deploying and analyzing the network evolution plans for customers
• Actively define and lead cross-DNEW engagements toward CU’s
• Reporting Weekly & Monthly Business Report
• Ensuring customer feedback flow to the relevant PA, PDUs and NSV
• Regular market updates in DNEW organization

Skills on Resume: 

• Project Management (Hard Skills)
• Technology Strategy Development (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Strategic Planning (Hard Skills)
• Relationship Building (Soft Skills)
• Analytical Skills (Hard Skills)
• Reporting Skills (Hard Skills)
• Market Analysis (Hard Skills)

Job Summary: 

• Deliver client proposals & build strong working relationships with clients
• Follow up with clients responsively and remain central point of contact throughout engagement life span answering queries and resolving issues.
• Schedule complex engagements efficiently in-line with the scheduling criteria & KPI's but taking a 'common sense' approach when juggling skillsets, locations, and requirements.
• Re-prioritise workload continuously throughout the day (must be able to multi-task)
• Forward plan to accommodate ever changing requirements & identify potential issues
• Record, manage and direct issues accordingly during the course of engagements
• Chase up Purchase Orders, Pre-requisites, and Client Information
• Approve timesheets and request client feedback, report on utilization targets
• Provide support to the Operations Manager, Consultancy team & Pre-Sales
• Carry out data entry and record keeping duties
• General admin, answering calls, ordering and re-stocking office supplies, responding to emails and general adhoc duties

Skills on Resume: 

• Proposal Development (Hard Skills)
• Client Relationship Management (Soft Skills)
• Scheduling Coordination (Hard Skills)
• Multitasking (Soft Skills)
• Issue Resolution (Soft Skills)
• Record Keeping (Hard Skills)
• Administrative Support (Hard Skills)
• Communication Skills (Soft Skills)

Job Summary: 

• Translate business requests into the technical requirements needed to build out the campaign solution
• Drive collaboration across functions and teams by translating needs/requirements
• Work side by side with Database architects and Business Systems Analysts on the overall solution
• Serve as the face of Adobe Campaign interfacing directly with cross functional teams to address and manage requests and communicate requirements
• Coordinate and manage meetings as needed between the CRM team, the database team, and Business Systems Analysts to ensure cohesiveness in requirements and needs are being met
• Drive the conversations around optimizing the campaign process based on business need
• Create and maintain documentation of new campaign requirements, development testing, production execution and quality control based on best practices
• Capable of completing campaign activities, such as discussions, requirements documentation, QA input, etc, individually and also leading the group
• Track and monitor campaign implementation timelines based on requirements, resolve issues and report status
• Lead the effort for campaign requirements and campaign UAT

Skills on Resume: 

• Technical Requirements Analysis (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Database Coordination (Hard Skills)
• Stakeholder Management (Soft Skills)
• Meeting Coordination (Soft Skills)
• Process Optimization (Hard Skills)
• Documentation Management (Hard Skills)
• Campaign Testing and Implementation (Hard Skills)

Job Summary: 

• Supporting the GM with key metrics and gap analysis to identify improvement initiatives
• Facilitate mass customer communications, crisis management, new account setups / 1st deliveries and managing the LOR (Late Order Request) process pre-cut off
• Participating and committing to Safety Standards and COR requirements at all times
• Manage the complaints process to support critical KPI performance
• Managing and reporting service and systems issues in keeping with the KPI's
• Key event planning aligned to supply strategy
• Influence and challenge teams to deliver operational improvement in all areas of delivery
• Collaborate and optimise customer offerings in partnership with the Logistics Control Tower
• Provide support to operational sites to maintain complaint data base/s and quality
• Provide updates on project status to internal and external stakeholders including but not limited to reports, presentations and visual graphics to share with management.

Skills on Resume: 

• Gap Analysis (Hard Skills)
• Crisis Management (Soft Skills)
• Safety Compliance (Hard Skills)
• Complaints Management (Hard Skills)
• KPI Reporting (Hard Skills)
• Event Planning (Hard Skills)
• Operational Improvement (Soft Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Assisting customers to implement and access company services
• Providing support throughout the patient life cycle as it relates to projects
• Assist in preparation and coordination of project set up and maintenance, appropriate training materials and guidelines.
• Scheduling and preparing regular reviews to set objectives and identify shortfalls in customer engagement
• Resolving customer complaints and non-clinical barriers in a timely manner
• Collaborating with marketing and sales departments to brainstorm new campaigns and business ideas
• Providing advice and guidance on how to improve customer engagement and develop lasting relationships
• Serve as the conduit between external partners, physician offices, pharmacy and support partners to ensure an excellent patient experience.
• Answering all customers’ questions and transferring them to the appropriate resource for more detailed information
• Ensuring Spencer Health Solutions remains compliant and adheres to the terms and conditions listed in contracts

Skills on Resume: 

• Project Coordination (Hard Skills)
• Customer Support (Soft Skills)
• Complaint Resolution (Soft Skills)
• Marketing Collaboration (Soft Skills)
• Relationship Development (Soft Skills)
• Process Scheduling (Hard Skills)
• Compliance Management (Hard Skills)
• Interdepartmental Coordination (Soft Skills)

Job Summary: 

• Expands sales within existing and/or new accounts while building relationships with key decision makers
• Ensure attainment of revenue targets are met on a quarterly basis
• Network within accounts to build relationships and establish new connections
• Identify business opportunities and partner with internal Subject Matter Experts to craft solutions tailored to the customer's needs
• Drive the estimate, proposal and sales cycle
• Observe and advocate for compliance and delivery best practices within the Microsoft ecosystem
• Drive client and partner satisfaction through understanding customer needs and mitigating risks
• Perform periodic client reviews that confirm satisfaction, and work to resolve outstanding client issues with the help of the Affirma's internal delivery teams and executives
• Participate in Monthly Business Reviews with senior leadership team
• Understand key customer values realized by industry and brand
• Manage the customer reference program

Skills on Resume: 

• Relationship Management (Soft Skills)
• Revenue Target Achievement (Hard Skills)
• Networking Skills (Soft Skills)
• Solution Selling (Hard Skills)
• Sales Cycle Management (Hard Skills)
• Compliance Advocacy (Hard Skills)
• Risk Mitigation (Hard Skills)
• Customer Satisfaction Analysis (Hard Skills)

Job Summary: 

• Working with Head of Acquisition & Engagement to deliver the account target via campaigns, paid search and optimisation activity
• Champion digital customer experience across public and secure websites
• Deliver key campaigns to internal and external channels to drive acquisition
• Support sales teams to acquire high value clients, with collateral, offers and landing pages
• Assist with customer marketing activities 
• End to end campaign management including approvals, agency briefing, data selection, creative development and channel execution
• Monitor and report on budget spend, campaign performance, and project timings
• Provide recommendations on campaign performance improvements
• Supporting the development of data driven, client-focused, actionable marketing strategy and insights
• Supporting digital, sales and adviser channels

Skills on Resume: 

• Campaign Management (Hard Skills)
• Digital Marketing (Hard Skills)
• Sales Support (Soft Skills)
• Data Analysis (Hard Skills)
• Budget Monitoring (Hard Skills)
• Performance Optimization (Hard Skills)
• Strategic Recommendations (Soft Skills)
• Cross-Channel Coordination (Soft Skills)

Job Summary: 

• Work with leadership and peers to define an overall customer engagement lifecycle strategy and program. 
• Increase customer engagement during the transition from sales to (and through) onboarding by working closely with Sales, Onboarding and Accountants
• Drive early customer engagement with the Ceterus customer interface (Edge) (demos, webinars, education)
• Support and help find ways to improve the hand-offs from Sales to Onboarding to Ongoing support
• Engage with larger accounts to ensure strong customer relationships in support of the Customer Success Reps and Accountants
• General proactive outreach and occasional reactive 
• Drive customer utilization of Edge (demos, webinars, education)
• Manage and optimize (continuously) a program for consistent periodic interactions
• Assist with some soft escalations, save situations, scope questions, as pertinent
• Work with leadership to inform & manage a CSAT / NPS program
• Understand why customers churn and build on current survey and develop a feedback loop

Skills on Resume: 

• Lifecycle Strategy Development (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Customer Engagement Tactics (Hard Skills)
• Account Management (Soft Skills)
• Proactive Outreach (Soft Skills)
• Program Management (Hard Skills)
• Conflict Resolution (Soft Skills)
• Feedback Analysis (Hard Skills)

Job Summary: 

• Develop and implement a customer satisfaction and review method that suits online and social world
• Develop, improve and grow digital and self-service experience, insurance products, and internal processes, based on trends (qualitative and quantitative) in customer and community interactions
• Build and grow a customer engagement team that is committed to providing best-in-class support for customers. 
• Build and lead a small outbound lead management team as the company grows through new digital sales channels.
• Coach, mentor and support the team by sharing journey, motivating and measuring performance to ensure continuous improvement and succession planning
• Take on the leadership role for the customer support suite of systems, capabilities to measure and report customer support operations and processes and understand the integrations with other systems in order to support ongoing process and technology improvements  
• Manage the team effectively so that the appropriate team members are designated as the main point of contact for one or more of (regulatory) partners (e.g. FSRA, Northbridge, Ombudsman). 
• Oversees all relationships and governance requirements for the team to ensure compliance
• Define and implement KPI measurements, reporting, customer service SLA’s, quality management, and day to day analysis of team metrics. 

Skills on Resume:

• Customer Satisfaction Analysis (Hard Skills)
• Digital Experience Development (Hard Skills)
• Team Leadership (Soft Skills)
• Sales Strategy Execution (Hard Skills)
• Performance Coaching (Soft Skills)
• Systems Integration (Hard Skills)
• Regulatory Compliance (Hard Skills)
• KPI Implementation (Hard Skills)

Job Summary: 

• Review current performance metrics to understand the current state and benchmark against best in class digital customer support teams and market trends in order to build the roadmap towards the company ideal future state
• Ensure a tracking system/process for customer comments and complaints is implemented to help the team be constantly aware of customer needs and issues. 
• Help grow the success of the organization by being an integral part of agile teams to strengthen customer satisfaction
• Work closely with Head of Product and Pricing to resolve underwriting and claims escalations, operational issues, etc. and ensure alignment and execution of pre-defined underwriting, product book, and business rules
• Ensuring the quality of customer support interactions by organizing training, coaching and building a common vision within the team
• Actively support customer engagement channels with call/email/chat interactions to stay in touch with processes and occurrences
• Lead billing cycle execution in conjunction with the finance team to ensure clients obtain the appropriate documentation, review all payment disputes and ad hoc processes and occurrences
• Uncover opportunities to improve customer support processes and opportunities to work more efficiently and effectively in supporting customers with a high sense of urgency
• Continue to build the reference program with a goal of adding 1-3 new customers per month.

Skills on Resume:

• Performance Metrics Analysis (Hard Skills)
• System Implementation (Hard Skills)
• Agile Methodologies (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Quality Assurance (Hard Skills)
• Conflict Resolution (Soft Skills)
• Process Improvement (Hard Skills)
• Customer Relationship Management (Soft Skills)

Job Summary: 

• Support the Customer Insights and Personalization strategy based upon analysis of customer behavior, customer feedback, and research. 
• Use these inputs to define and refine an overall customer journey.
• Identify drivers of customer experience accurately and precisely and measure impact on the business to drive actionable insights.
• Develop reports, visualizations, and presentations to highlight actionable insights from Customer data in order to drive QR results through Commercial implications and recommendations.
• Analyze customer segmentation, micro segmentations, and personalization to support the Commercial vision and to inform the Commercial Team and other teams across QR (Ground Services, Cabin Services, Catering, etc.).
• Develop customer analytics and insights work streams, objectives, and priorities to align with and support the Commercial Vision and objectives.
• Develop advanced, flexible, and customized dashboards in order to share customer insights across teams and departments.
• Contribute to monthly, quarterly, and annual reporting and help manage all report and analyses needs for Customer Insights and Personalization.
• Participate in the development and support of analytical tools and report automation.
• Contribute to the implementation of a full Personalization Strategy in support of the Commercial Strategy to increase the depth of relationships with customers.
• Participate with the IT department where needed to help develop a customer data warehouse to more efficiently derive actionable data for Customer Insights and Personalization.

Skills on Resume:

• Customer Segmentation Analysis (Hard Skills)
• Data Visualization (Hard Skills)
• Report Development (Hard Skills)
• Strategy Implementation (Hard Skills)
• Feedback Analysis (Soft Skills)
• Team Collaboration (Soft Skills)
• Strategic Communication (Soft Skills)
• Insight-Driven Decision Making (Soft Skills)