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Client Operations Sr. Dir - West Hills, CA

Client Operations Sr. Dir - West Hills, CA
JOB SUMMARY:
The Customer Relations Director is responsible for developing and cultivating long-term customer relationships and securing customer/revenue retention for the company. This includes interacting with the customer to deliver optimal customer service and coordinating activities that derive the most value to the customer.
JOB RESPONSIBILITIES:
Act as advocate for patients and customers within the organization, based on insights from phone interactions.
Visits new and existing clients regularly to obtain VOC and build relationships with strategic and at-risk customers.
Maintain local market knowledge of competitor service offerings and make recommendations to improve our service.
Work with Managed Care Account Executives and/or Hospital Account Executives to set reasonable operational targets (service / quality metrics); participate in strategic review sessions.
Proactively partners with the Sales Team to ascertain current customer needs and identify potential opportunities with existing and new clients.
Supports Commercial organization by identifying up-sell opportunities.
Provides expertise, consultation, and resolution support that best address the customer's problems and increases engagement and retention.
Develops and coordinates strategic Service Plans for assigned accounts that target customer's key business initiatives and pain points. This includes proactively monitoring renewal risk factors such as Requisition volume, customer pain points, customer satisfaction, and internal training needs.
Drives and organizes client specific and/or regional education seminars, technology and/or skills fairs, user groups, and value based on-site client engagements.
Serves as a point of contact for the customer with internal partners such as Commercial. Operations and Franchises to share relevant feedback and recommendations related to customer needs
Physical Demands
None
JOB REQUIREMENTS:
B.S. or B.A. degree (or the equivalent in experience), and a minimum of five years' supervisory experience in a high volume, fast-paced customer services environment.
Proven administrative and management ability to provide for the competent direction, control, and planning of all departmental activities.
Strong leadership and problem solving skills.
Basic knowledge of systems analysis and data processing applications as related to computerized record keeping systems.
Excellent interpersonal skills necessary to effectively communicate with customers, vendors, and Quest Diagnostics personnel.
Excellent verbal and written communication skills.
Ability to understand and articulate strengths, differentiation, weaknesses, opportunities and threats in competitive offerings.
Ability to work collaboratively across different work groups.
Possess strong general business acumen ? understanding business financials and metrics
Ability to prioritize decisions based on business impact and targets.
Ability to take a strategic approach to managing an account and proposing viable solutions to problems.
Strong analytic skills; ability to understand metrics and usage statistics.
Strong presentation skills at all levels of client organization.
Ability to learn and articulate our value proposition; possess and effectively train end users in small or large group settings; ability to modify training style and content to be meaningful to the audience.
Ability to understand, interpret, and articulate technical elements and infrastructure
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.

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