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Doctor.com // marketing automation platform for doctors
 
New York City    Posted: Thursday, February 13, 2020
 
   
 
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About Doctor.com

Doctor.com is a marketing & reputation management platform, purpose-built for the complex problems that healthcare providers face when building & growing their practice in a digital world. Doctor.coms industry-leading data management technology & its unique integrations with the most prominent directories & review sites have empowered over 30,000 practitioners & 200+ hospitals to enhance their online visibility, grow patient trust & ultimately attract more patients.

About the Role

The Client Operations Manager is responsible for managing the implementing internal post-sale processes through the different channels of revenue. This position will ensure that these processes are properly documented & aligned with the department & company strategies. The role will be responsible for assembling appropriate department stakeholders in the analysis & re-design of processes, owning specs & technical components necessary to roll out any changes, & assisting in communication to successfully roll-out process updates.

The role requires proven expertise in interacting cross-departmentally, & the ability to identify, analyze & re-design processes to increase efficiency, flexibility, & resilience. The ideal candidate can accurately understand peoples workflows, identify possible critical items that need to be solved, & have a natural drive to help people become increasingly productive.

Responsibilities:

  • Own post-sale process mapping (creation & maintenance) for all revenue channels
  • Collaborate with client services stakeholders in process analysis, redesign, operations & communication within each revenue channel
  • Ensure all post-sale tasks are properly integrated to ensure a smooth transition between various life cycle stages (sales hand-off, implementation, maintenance)
  • Oversee client services QA & Configuration team, including but not limited to developing & building a strong relationship with an international team, workload assignment & accountability, jumping in to complete tasks & troubleshoot issues as needed,etc.
  • Work with client services leadership to develop, spec & maintain internal operations metrics & tracking tools using current platforms & researching new options when necessary
  • Oversee Private Practices account set-up process tasks operations, handle corner cases & properly escalate issues that require technical support to the Engineering team
  • Develop Salesforce automation specs for processes related to the client services department

Qualifications:

  • Ability to learn, understand, map & diagnose processes
  • Proven capacity to own projects, from beginning to end
  • Strong cross-departmental coordinationand communication
  • Demonstrated success in ordering & handling multiple priorities
  • BPMN experience preferred
  • Spreadsheets proficiency
  • Basic SQL experience required; advanced SQL experience a strong plus
  • Salesforce reporting proficiency preferred
 
 
 
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