Customer Success Specialist

Medasource; Indianapolis (IN); On-site; USD 50,000 - 118,168; Full time

Benefits offered by this job

Vision insurance

Medical insurance

401(k)

Paid maternity leave

Paid paternity leave

Job summary

A prominent consulting company seeks a Quality Specialist to ensure service excellence. In this role, you will conduct interviews with clients and consultants to gauge the service quality provided by Medasource, identifying areas for improvement and fostering loyalty. Candidates should possess strong client-facing skills, ideally with experience in sales or customer support, and a problem-solving mindset to thrive in a fast-paced environment. This is a full-time position with comprehensive benefits and an opportunity to enhance quality assurance efforts within the company.

Qualifications

• 2+ years in a client-facing role.
• 1+ years in sales/customer support/customer experience-based role.
• Ability to work in a high-paced customer centric environment.

Responsibilities

• Conduct a minimum of 70 client and consultant interviews at active accounts quarterly.
• Proactively reach out to clients actively leveraging our services and consultants actively on contract.
• Summarize feedback in a written report sent to leadership.
• Review major projects, service lines, consultant quality, and internal processes.
• Collaborate internally to generate additional prioritized names to capture insights.
• Give feedback/advice to Sales and Delivery based on conversation.

Skills

Client-facing role experience

Sales/customer support experience

Problem-solving mindset

Job description

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Manager of Internal Hiring at Eight Eleven Group

The purpose of the quality specialist is to act as a non-biased quality monitor for our clients and consultants. This individual will reach out to executives at our top accounts and consultants to audit the level of service Medasource is providing. This role will have an aspect of sales as this individual will identify not only areas of quality improvement at our customers to help protect our market share but also ask them why they leverage our competition and discuss upcoming major projects and initiatives. This individual will also be responsible for helping enhance our referrals and build loyalty within our client and consultant base.

The role will report to the Manager of Quality and is an individual contributor role.

Responsibilities:

• Conduct a minimum of 70 client and consultant interviews at active accounts quarterly (30 client; 40 consultant)
• Proactively reach out to clients actively leveraging our services and consultants actively on contract
• Summarize feedback in a written report sent to leadership
• Review major projects, service lines, consultant quality, and internal processes
• Internally collaborate to generate additional prioritized names to capture insights from
• Establish prep calls with Sales to better understand the underlying challenges and nature of relationship
• Give feedback/advice to Sales and Delivery based on conversation
• Relay pertinent feedback to Manager of Quality and appropriate Executive Leaders
• Compile quarterly data and trends for regional directors and Executive leadership
• Quality/ Process Improvement
• Help develop improved content and share process changes with Sales/Delivery teams
• Catalog successes (case studies and testimonials) for Marketing team
• Cross-Functional Collaboration- act as a liaison between various departments to ensure client and consultant challenges are solved
• Cultivate and maintain strong relationships with Sales and Delivery to understand their goals and needs to tailor feedback conversations to support their growth
• Support internal quality surveying and data collection
• 2+ years in a client-facing role
• 1+ years in sales/ customer support/ customer experience-based role
• Ability to work in a high-paced customer centric environment, and drive results
• Problem solving mindset
• Experience working in Technology or Healthcare would be a plus

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance and Consulting

• Industries

  Hospitals and Health Care and Staffing and Recruiting

Referrals increase your chances of interviewing at Medasource by 2x

Inferred from the description for this job

Vision insurance

Medical insurance

401(k)

Paid maternity leave

Paid paternity leave

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