Director - Client Services - Agfa HealthCare - Dallas

Job description
We currently have an exciting opportunity for a Director of Client Services.
The Director of Client Services interfaces directly with C-Suite customer executives. Position is responsible for leading remote support, field technical service, strategic account service teams, and technical product specialist resources who are accountable for daily customer satisfaction, proactive consultation, system maintenance and upgrades, and problem resolution at the customer level.


Desired Skills and Experience
Develops and implements annual department budget and staffing plans in support of Agfa HealthCare’s strategic and business initiatives.
Maximize technical support’s contribution to positively impact customer satisfaction.
Leads and motivates the US Zone support teams while continually upgrading the employee talent base through performance management, mentoring, training, and targeted hiring.
Defines and drives implementation of programs and initiatives to improve customer service and efficiency.
Specifies technology requirements for effective support delivery such as improvements in product supportability and delivery efficiencies by leading efforts to develop and implement operational tools.
Helps develop a comprehensive customer support offering that includes an effective knowledge base.
Contributes to the development and implementation of customer relationship management initiatives that cultivate ongoing, long-term customer loyalty.

Education


Bachelor's degree in business, marketing, or related area, and at least eight years of successful experience interfacing directly with clients.

Experience
5-7 years experience in healthcare environment with a record of tangible success.
Successful strategic, operational history of customer retention, customer satisfaction, improving efficiency and productivity. Emphasis is placed on strategic thinking, problem-solving skills, including identifying and accepting a challenging situation and creating and implementing a solution.
8 - 10 years of management experience.
Capabilities
Knowledge of Healthcare industry required. Understand the healthcare marketplace relative to industry trends that impact top notch customer service methodologies.
Strategic thinking ability and skills to prepare Strategic Business Plans and execute them appropriately in order to accomplish business objectives.
Ability to work independently and prioritize work in order to meet client needs.
Strong team orientation, commitment to sales, operations functions and customer service with a strong desire to succeed.
Demonstrated excellence in employee development.
Willingness to travel as needed to meet goals.
Ability to prioritize opportunities and issues as well as raise to executive team as appropriate.
Excellent verbal and written communication, presentation and negotiation skills required internally and externally with multiple levels including executive management.
Understanding of Finance, Sales, Contract and Service Delivery and Operations, including understanding of IT and imaging equipment based business models.
Establishes standards and metrics to drive performance and exceed customer service quality expectations.PC skills; Microsoft Office, Email, and Internet.
Ability to gain trust and loyalty of the customer, retain the account, and develop strategic relationships with clients, consultants, and other related partners.
Ability to set strategic direction for customer services team and to ensure organization understands goals and interdependencies towards meeting a shared vision.
Contract Negotiation Skills and Conflict Resolution/Management.
Presentation skills.

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