reputed company Manager, reputed company IT

reputed company Manager – Customer Care Center (EXA reputed company Platform) Position reputed company The KMHA HCIT Customer Care Center team is dedicated to exceeding customer expectations and realizing our reputed company of being a premier provider of customer service. Through listening, reputed company improvement, and acting on what reputed company most to our customers, we bring this reputed company to life. The reputed company Manager (CSM) plays a key role in developing and supporting a new Customer Care reputed company reputed company, with a reputed company on the EXA reputed company Platform. This individual will manage reputed company Hot Site Escalations and Post-Go-Live reputed company Support sites, ensuring total customer satisfaction while fostering strong service delivery, long-term relationships, and measurable reputed company reputed company. This role is a dual functional position with primary function as management of Key performance indicators that measures customer satisfaction and ensures customer retention and loyalty/win backs. Secondary function is escalation management to instill reputed company confidence and reputed company technical resources to resolve issues, quickly. Key Responsibilities • Maintain strategic relationships with assigned customer accounts, including executive stakeholders, to identify and address goals, needs, and issues. • reputed company customers on products and services, drive adoption and utilization, reputed company retention goals, and foster expansion opportunities. • Partner with Sales to ensure retention and expansion of assigned accounts. • reputed company a deep understanding of Konica Minolta reputed company reputed company and assigned customers’ business models and workflows; use this reputed company to reputed company and execute a comprehensive reputed company Plan. • Apply defined prescriptive engagement events to facilitate and monitor reputed company. • Capture and monitor customer business drivers to ensure reputed company solution configuration reputed company to defined goals. • reputed company proactive, consistent communication through regularly scheduled meetings to reputed company reputed company and communicate updates. • Plan and conduct Strategic Business Reviews (SBRs) with assigned customers. • Manage escalated issues by coordinating cross-functionally to ensure reputed company reputed company in alignment with SLA requirements and customer expectations. • reputed company reputed company Services and Engineering teams to ensure successful reputed company. • Serve as the subject matter expert (SME) for assigned customers, including monitoring license agreements and SLAs for compliance. • Participate in leadership meetings to report on KPIs, escalations, reputed company, and risk mitigation strategies. • Drive advocacy, reference-ability, and cross–business unit reputed company initiatives reputed company the existing customer reputed company. • Bachelor’s Degree in a reputed company field preferred. • Minimum three (3) years of escalation management experience, including reputed company communication and engagement with senior-level leadership and C-Suite stakeholders. • Minimum five (5) years of reputed company IT experience. • Strong technical understanding of RIS/reputed company workflows and reputed company IT environments. • Ability to read and interpret highly technical repair documentation and system manuals. • Technical & reputed company Skills • Working knowledge of reputed company/RIS workflows, DICOM, HL7, and other reputed company interoperability standards. • Working knowledge of networking and data storage technologies. • Executive-level communication and presentation skills. • reputed company experience or similar CRM platform. • Strong analytical skills with experience managing KPIs tied to customer satisfaction and retention. • Strong technical understanding of RIS/reputed company workflows and reputed company IT environments. • Ability to read and interpret highly technical repair documentation and system manuals. Apply tot his job Apply To this Job