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Associate Director/Senior Manager, Client Success

Kaizen Health
Chicago, IL
  • Posted: over a month ago
  • Full-Time
Job Description

Company Overview

Kaizen Health is a fast-growing, venture-backed technology startup that strives to constantly improve access to healthcare through dependable non-emergency medical transportation. Our mission is to foster healthy communities by increasing access to medical care and foundational resources which promote equitable health outcomes. Taking care of our team is at the forefront of all we do, and we put great value and pride in the team that makes us a success.

Job Overview

Kaizen Health is seeking a motivated problem solver to lead our Client Success team. Kaizen Health's Client Success team serves as a customer service center/contact center for 200+ clients, facilitating thousands of rides. Candidates must demonstrate exceptional dedication to customer service, strong communication skills, and a commitment to Kaizen Health’s mission and core values. This position reports to the VP, Client Operations.

Responsibilities and Duties:

  • Manage and coach a team of Client Success Associates including hiring, training, scheduling, and leading professional development 
  • Directly manage multiple client support phone lines with limited supervision, including directly answering calls and emails
  • Ensure key Client Success metrics are met
  • Handle client complaints and provide appropriate solutions and/or alternatives; following-up to ensure resolution
  • Support initiatives to proactively communicate with Kaizen Health’s current clients, ensuring customer satisfaction 
  • Proactively incorporate client feedback into tangible recommendations for use by leadership
  • Assist in implementation, training, and other Client Engagement activities

Qualifications:

  • 7+ years of experience directly managing customer service teams with demonstrated people leadership skills
  • Prior experience managing a customer contact/service center REQUIRED 
  • Demonstrated experience managing, motivating, and coaching 25+ direct reports  
  • Highly motivated self-starter with an eagerness to learn and willingness to ask questions
  • Comfortable managing a high volume of calls independently
  • Superior communication skills along with strong attention to detail
  • A genuine desire to help others through your work and the humility to wear any hat in the company proudly    
  • Patient, people-oriented with a penchant for learning and comfortable working under pressure 
  • Experience using Zendesk or other customer service ticketing software 
  • Proficiency with Microsoft Office suite of software tools
  • Fluent in Spanish a plus
  • Experience in logistics industry or startups a plus 
  • Able to work independently and comfortable with hybrid working model (Client Success team currently works in-office 4 days/week and from home 1 day/week)

What We Offer:

  • Culture
    • Fun and creative startup atmosphere
    • Company outings
    • Casual dress code
    • Friends outside of work
    • Eat lunch together
    • Group brainstorming sessions
    • Open Door Policy
  • Professional Development
    • Lunch and Learns
    • Seminars and Workshops
    • Conferences and Tradeshows
  • Health and Wellness Benefits
    • Flexible Spending Account (FSA)
    • Medical Insurance
    • Dental Insurance
    • Vision Insurance
    • Employee Assistance Program
  • Vacation and Time Off Benefits
    • Unlimited PTO  
    • Paid holidays

Location: Chicago, IL (Client Success team currently works in-office 4 days/week and from home 1 day/week)

Kaizen Health

Address

Chicago, IL
USA

Industry

Business

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