Company Overview
Trusty.care is a digital software amp; services company that provides tools and services to professionals to alleviate their administrative burdens to bring better quality healthcare to Americans. Trusty.care is a pre-Series A start-up dedicated to expanding access to Medicare information so aging communities can make more informed healthcare decisions. Help us build a cool, new agency management, quoting and commissions system while working with people who are dedicated to increasing access for marginalized, aging communities looking for long-term care.
Join our agile and fast-moving team dedicated to fostering inclusion and belonging. You will have access to new datasets (due to current legislation requiring insurance carriers to disclose more info); a high level of autonomy. This opportunity includes uncapped commissions, job advancement, high visibility, speaking and travel.
Trusty.care is an equal opportunity employer and we pride ourselves on having a diverse workplace. We welcome people of any race, gender, sexual orientation, age, national origin, disability, veteran status, and any other protected legal class.The Head of TBOP Customer Success/Support role is an inherently cross-functional, communicative, hands-on, technical, pragmatic leadership role. The Head of TBOP Customer Success/Support is the point person in representing Trusty.care to our customers, as well as the bridge between customers, the product development team, as well as the management team, providing a detailed perspective from the customer perspective while assuring that our customers are delighted with their experience using our product.
Position Overview
The Head of TBOP Customer Success/Support will make the customer so delighted that referrals drive our sales, and customer feedback is fed into business objectives.
The Head of TBOP Customer Success/Support will define the policies and procedures for the department, and the integration of those policies and procedures with the relevant departments. This includes accessing a deep well of market experience to present their vision to management, while rolling up their sleeves to help the Company excel in the market.
Requirements
Role amp; Responsibilities
- Onboard and manage a client portfolio with responsibility for onboarding, satisfaction and retention.
- Create/improve processes to increase efficiency within the client onboarding process.
- Conduct quarterly business reviews with all eligible agencies to provide proactive analysis on performance trends and ensure that we are capturing all of their business.
- Identify and effectively help implement new products and services with clients.
- Collaborate with product, marketing and sales to ensure our clients are set up for success.
- Document client feedback to help create the product roadmap and work with product managers to ensure that client feedback is included in new product development.
- Actively seek referrals and new business opportunities from current clients.
- Drives strong cross-functional relationships for the success of both internal teams and external customers to ensure the success of the business. Key areas include but are not limited to, Product Management, Development, Managed Services, and Support.
- Establish annual staff performance objectives with reference to results, quality and productivity standards, and time schedules.
- Manage and evaluate assigned department staff and assure that each person understands, accepts and supports services goals and objectives. This includes resource allocation, salary management, coaching, etc.
- Drive continuous improvement in operations by initiating change and creating an environment that is conducive to change.
- Advises senior management on matters related to services, budgets, personnel.
- Establish annual staff performance objectives with reference to results, quality and productivity standards, and time schedules.
- Assessing the customer’s current system, understanding gaps and proposing upgrade recommendations for release requirements.
- Producing accurate and high quality assessment documents adhering to standard guidelines.
- Walking internal cross-team and customers through prepared assessment; explaining the reason for proposed recommendations.
- Ability to work with all levels of customer leadership, sales, and project teams.
- Assesses multiple customers at a time, partnering with project management and sales to ensure a successful project start.
- Ensures work is done in a timely manner and with high quality.
- Escalates appropriately to ensure timelines and expectations are met.
Industry and Customer Knowledge:
The Head of TBOP Customer Success