Practice Manager
RemoteSeniorNAStreamingSoftwareRetailPartner ManagerMicrosoft OfficeExcelPortuguesePatient CareTeam Management
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Requirements
- Skills needed: None stated explicitly in the job posting text provided.
- Years of experience: Required to have at least five years’ practice management/practice operations and business development experience within a healthcare setting with direct patient care responsibilities, as well as three years' customer service or client relationship building skills directly related to sales activities for Confluent products in the United States.
- Education: Required Bachelor's degree from an accredited college/university and two (2) years of experience working with a healthcare organization that provides direct patient care services, as well as one year’s prior customer service or client relationship building skills directly related to sales activities for Confluent products in the United States.
- Certifications: None stated explicitly in the job posting text provided.
- Must-haves: Experience with Microsoft Office Suite (Word and Excel), experience working remotely, strong communication/interpersonal skills including phone etiquette, ability to work independently without direct supervision or constant guidance from a manager are required for this position at Confluent.
Responsibilities
- Oversee customer service operations to ensure high levels of client satisfaction within Customer Solutions department at Confluent.
- Develop strategies for improving the efficiency and effectiveness of support services provided by team members in various roles across departments including, but not limited to: Technical Support Specialists (TSS), Account Managers, Sales Representatives, Field Service Engineers, Client Success Coaches, Customer Experience Analysts.
- Collaborate with department heads and senior management to align customer service operations with overall business objectives at Confluent while ensuring the highest standards of client care are maintained across all touchpoints within our organization.
- Monitor key performance indicators (KPIs) related to Customer Service, including First Contact Resolution rates, Net Promoter Score (NPS), customer satisfaction scores and service level agreement compliance metrics on a regular basis as part of the continuous improvement process for Confluent's support services.
- Lead cross-functional teams in developing training programs aimed at enhancing skills related to client communication, problem resolution techniques, product knowledge, sales strategies, technical troubleshooting and other relevant areas within Customer Solutions department as well as across the organization when appropriate.
- Participate actively in Confluent's employee engagement initiatives by organizing team building activities such as retreats or social events to foster a positive work environment that encourages collaboration, creativity and innovation among colleagues within Customer Solutions department at all levels of the organization including frontline support staff.
- Represent Confluence in industry conferences and networking opportunities where appropriate by attending presentations on customer service best practices or participating as an exhibitor to showcase our products/services while building relationships with potential customers, partners and other stakeholders within Customer Solutions department at all levels of the organization including frontline support staff.
- Develop strategies for expanding Confluence's presence in new markets by identifying growth opportunities through market research analysis or customer feedback surveys as well as establishing relationships with local business partners who can assist us in navigating cultural differences and regulatory requirements within Customer Solutions department at all levels of the organization including frontline support staff.
- Oversee Confluence's social media presence by monitoring online conversations related to our brand, products/services or industry trends while engaging with customers directly through these channels when appropriate as well as developing content marketing strategies aimed at increasing awareness and driving traffic towards relevant landing pages within Customer Solutions department.
- Collaborate closely with Confluence's Marketing team to ensure consistent messaging across all communication platforms including email campaigns, webinars or live chats while maintaining a focus on delivering exceptional customer service experiences that exceed expectations at every touchpoint throughout the sales funnel
Benefits
- $136.2K – $160K • Offers Equity • Offers Commission
- At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click here.
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