Customer Experience Manager
3 weeks ago
Overview:
- Exciting opportunity to join a healthcare sector SaaS company
- Contract start date January 2023
**About the role**
Join a software company that is helping to power better healthcare and make a difference in the lives of Australians and beyond. We are seeking an experienced Customer Experience Manager to lead in the maintenance and strengthening of our market foothold.
This is a varied and challenging role, where no two days will be the same. You will have exposure to clients at all levels, from users to executives, and you will play a role in key decision-making across the business.
**About the business**
Cotiviti is the leading provider of payment integrity services in the healthcare marketplace, nimbly delivering innovative analytics and technology that delivers products to drive revenue and value to customers.
Our passionate team of data scientists, software engineers, and domain experts build global SaaS products and tailored strategic services; that help to target fraud, abuse, waste, and errors within healthcare data.
**Responsibilities**:
This role will have a Strategic Account Management responsibility for a portfolio of assigned customers:
- Accountability for revenue growth targets, customer retention, and customer satisfaction (NPS) key results
- Day-to-day point of contact for each client including both business owner and user-level contacts
- Develop and implement business insight and reporting capabilities for use internally and for presenting to Cotiviti customers
- Identify opportunities for appropriate up-sell and cross-sell with customers
- Work closely with product teams to identify customer needs and deliver the right solution
- Internal customer advocate:
**Other Responsibilities**:
- Support Security and Privacy compliance efforts including security reviews, documentation and policies and procedures
- Tender/Proposal review and submission as required
- Internal stakeholder management
- Contribute to development and achievement of company goals and KPIs
- This is a customer facing role - you will be required to travel to client locations across Australia on a regular basis.
Qualifications:
- Bachelors Degree required
- 5+ Years of experience in customer/partner management
- Strong preference for experience working with Australian private health insurance or Provider-side in the Payment Integrity space. Healthcare sector, corporate or government client experience is desirable.
- Strong preference for experience working in a technology company, preferably in an Agile environment
- Excellent communication and presentation skills
- Prior experience in project management is an advantage
- Excellent collaborator who is comfortable working in a hybrid setting
**What do we offer?**
- A flexible and inclusive working environment
- The opportunity to make a difference in healthcare
- A learning and growth environment
- If a dynamic role in the health tech space is what you're seekin_
- g, please submit a cover letter and CV via Linkedin for consideration._
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