Manager, Customer Care

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com. 

Job Description

As the Manager, Customer Care, you’re responsible for leading a team of Customer Care Specialists and the overall relationship with our customers, ensuring that each touchpoint across the customer support journey is of the highest quality - timely, engaging, efficient, and effective.

A successful Customer Care Manager is actively engaged in their team and customers’ experience and day-to-day performance. They foster a “team work makes the dream work” culture that is passionate about: caring for customers, doing the right thing, making data driven decisions, the company mission and goals, and remaining steadfast and strong through continuous growth and constant change.

The Manager, Customer Care has extensive knowledge and command of department processes and ensures that project/department milestones/goals are met while adhering to approved budgets. You must be comfortable working remotely and leading a remote team distributed across multiple states and time zones. 

This is a Hybrid role working 2 - 3 days per week in our Eagan, MN office. 

Responsibilities

• Lead a customer care team comprised of Customer Care Specialists and Customer Education Specialists
• Establish efficient and balanced work flows that maximize efficiency and produce high levels of quality support and customer satisfaction 
• Monitor and measure service metrics and utilize to develop standards, improvements, or changes to process
• Make recommendations for changes to products or services based on customer feedback and requests
• Champion opportunities to consistently improve the customer experience
• Identify, create, and foster team and individual growth opportunities 
• Drive customer retention, reduce churn, and increase customer satisfaction, loyalty, and advocacy
• Vet, hire, and dismiss employees when appropriate 
• Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts.
• Help map the customer journey and identify opportunities to proactively intervene on the customer’s behalf
• Guide team in effective customer issues resolution and handle any escalations
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Test new strategies for driving customer value
• Continually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer and product throughout the lifecycle
• Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training
• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.

Core Competencies Needed for Success in the Role 

• Outstanding leadership skills
• Outstanding communication skills
• Outstanding interpersonal skills 
• Outstanding customer service skills
• Entrepreneurial mindset 
• Advanced process improvement skills
• Advanced problem solving and analytical skills
• Advanced strategic planning and project management skills
• Expertise in customer support policies, standards and procedures 
• Expertise in service request management process
• Expertise in understanding how the product and services work 
• Confidence leading one-on-one and group meetings and liaising with different levels of leadership and functional areas 

Thrive@TherapyBrands

Qualifications

• Strong communication and leadership skills with the ability to motivate a team
• Strong analytical skills
• A drive to make a positive impact on the people and culture where you work
• Excellent written communication and verbal skills, as well as strong listening skills 
• Possesses strong customer relation skills
• Ability to handle multiple competing priorities
• Must speak fluent English
• Perform in an effective and timely manner all the tasks required
• Represent the Customer Experience Team with other departments (e.g. Development, Sales)
• Exh