Director of Customer Experience
Company: Bardy Diagnostics
Location: Houston , TX
Category: Sales, Professional, Customer Service
Job Type: Full Time
Posted: 1/30/2019
JOB DESCRIPTION:

Position Overview & Purpose
Bardy Diagnostics is building a team of passionate people who share an entrepreneurial spirit and are dedicated to making a difference in advancing patient care. It is our desire to create a “family – like” culture among the commercial team and across the company as we continue to build the team and grow.

 

Currently, we are looking for a Director of Customer Experience to join our Customer Experience Team who is passionate about digital health and helping cardiac patients through our innovative remote patient monitoring body sensor technologies.  The right individuals will join a dynamic and fast-paced start-up environment and work with cross-functional teams to raise awareness about BardyDx and our innovative CAM Patch, and to drive market adoption of the CAM Patch as the new standard of care in cardiac monitoring.

 

The Director of Customer Experience will be responsible for leading our team of Customer Experience Representatives, with a focus on leading the cardiac monitoring industry in the overall customer experience for patients, physicians, and their staff.

 

The Customer Experience Team is responsible for addressing all inbound calls to Bardy Diagnostics and BDx Solutions with the intent of prioritizing, resolving, or redirecting the calls to ensure the satisfaction of Bardy Diagnostics’ customers (patients, physicians, and their staff).

 

This position reports to the Senior Director of Customer Experience & Clinical Services.  Every interaction between the company and its customers must produce the highest possible level of customer satisfaction, customer loyalty and overall customer growth.  This Director of Customer Experience will be a results-driven leader with a vision for exceptional customer experience that uses excellent communication and leadership skills to promote this vision throughout the organization.  Their focus on the customer’s perspective, sales support and overall customer service is the foundation to ensure a customer-centric experience in every element of BardyDx’s business.

 

Core Job Functions & Responsibilities

  • Listen carefully to understand the voice and needs of multiple customer profiles and communicate customer feedback and the customer’s point of view to increase the entire organization’s customer-focus.
  • Build a cross-functional team of individuals throughout the organization who are passionate about patient care and the overall customer experience.
  • Gain employee, management and vendor partners’ buy-in of the importance of the customer experience.
  • Work with other leaders to develop benchmarks/metrics of achievement towards an improved customer experience for all parts of the organization.
  • Identify and implement the most effective methodologies and disciplines used to maximize customer service.
  • Measure and analyze customer satisfaction levels, interpret the analysis for employees and implement strategies and programs to continuously improve the results.
  • Design and promote an effective customer experience strategy and collaborate with other key leaders of the organization to employ successful tactics for ongoing customer loyalty.
  • Ensure all employees, particularly those in customer-facing positions, are trained and committed to deliver consistent, exceptional, personalized experiences.
  • Opportunity to continue building out a team of highly motivated customer service and sales support professionals who are passionate about patient care and the overall customer experience.
  • Works to achieve the daily Customer Experience Team’s quality and productivity goals.
  • Demonstrate empathy and decrease customer tension.
  • Promote the value of Bardy Diagnostics cardiac monitoring.
  • Must communicate in a professional, empathetic, and diplomatic manner with good voice quality, dictation, and articulation.
  • Exhibit a high sense of urgency.
  • Identify, document, and escalate potential patient or customer complaints per standard operating procedures.
  • Lead the team that answers all incoming Customer Experience Team calls and emails promptly and manage them effectively and efficiently, with the overall goal of creating an excellent customer experience and industry leading customer service.
  • Address questions and educate customers, sales staff, and patients.
  • Redirect calls to subject matter experts as defined in protocols.
  • Document all customer calls or correspondences as appropriate.
JOB REQUIREMENTS:

Required Experience & Skills

  • Passion about exceeding the needs of the customer and the ability to inspire a deep commitment to meeting the needs of the customer across the organization.
  • An understanding of the actions and programs that foster customer loyalty and desire to create ‘best in class’ customer experiences.
  • Change agent capable of applying analytics to build strategies that deliver exceptional customer experiences and partner with all levels of the organization to implement these strategies successfully.
  • Excellent interpersonal communication skills for a wide variety of audiences with demonstrated success in making presentations that drive change in the service industry.
  • Exceptional leadership and management of both direct and matrix people resources including external vendor partners.
  • Ability to develop strong productive relationships with customers and colleagues.
  • BS/BA degree in Business, advanced degree preferred and experience in the healthcare technologies space.
  • 7 – 10 years of Customer Experience/Service Management. Success developing client services, customer relationship management and building process and systems to track and improve services that ensure great customer experience for medical professionals.
  • Medical device experience highly preferred.
  • Experience designing and promoting an effective customer experience strategy across all departments and with third-party that maximized customer satisfaction and drove customer loyalty.
  • Experience in the support and delivery of diagnostic services.
  • Previous experience analyzing, interpreting, communicating and adjusting strategies to align with data and company goals.
  • Proven track record developing and utilizing metrics for better results.
  • Business acumen and exceptional analytical skills; experience being on the front lines of determining and implementing improvements and streamlining within a growing fast-paced culture.
  • Strong ethics and a high level of personal and professional integrity.
  • Financial analysis and direct profit/loss accountability and experience is a plus.
  • Knowledge of medical terminology preferred
  • Excellent multitasking and organization skills
  • Excellent verbal and written communication skills
  • Computer skills including proficiency in MS Office
  • Knowledge of multi-line telephone system
  • Excellent customer service skills when interacting with all internal and external clients
  • Bilingual is a plus
  • Patience, professionalism, excellent phone etiquette
ADDRESS:

Houston, TX
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