Director, Customer Excellence (Remote - US)
Why join Nextech?
We are a leader in specialty healthcare technology solutions.
We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
Job Summary
The Director of Customer Excellence plays a pivotal role in driving seamless communication and transparency between customer-facing teams and Product Development. This leader will oversee multiple managers and team members, ensuring escalated customer issues are effectively addressed while continuously refining processes that enhance the customer experience.
As Nextech evolves, this role will shape the vision and strategy for Customer Excellence, identifying opportunities to optimize operations and improve cross-functional collaboration. The ideal candidate is a strategic thinker with strong leadership skills, a customer-first mindset, and a passion for workforce development.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions
- Serve as an advocate, coach, and motivator for the team, fostering skill development and career growth for employees.
- Design, implement, and continuously refine an onboarding program and a continuing education curriculum to support team development.
- Champion a customer-centric approach, ensuring all activities align with the mission of delivering Customer Excellence.
- Supervise and guide team members by setting clear goals and objectives, maintaining a collaborative and positive work environment, and enhancing their proficiency across Nextech’s suite of solutions.
- Develop and implement operational processes to achieve team SLAs while tracking and communicating performance against key performance indicators (KPIs).
- Identify process inefficiencies, collaborating across departments to drive positive, measurable improvements.
- Support the team in their role as the primary communication bridge between customer-facing teams and development teams.
- Provide strategic support to customer-facing teams during enterprise-level customer conversations.
- Act as a key liaison with Implementation, Development, and Product Management to proactively identify and resolve critical issues.
- Contribute to the development, maintenance, and optimization of tools for customer defect analysis, incident lifecycle analysis, and tracking defect trends across markets and products.
- Manage and resolve complex cross-functional challenges, ensuring timely resolution within service level agreements (SLAs).
- Continuously expand and refine expertise across Nextech’s suite of solutions to enhance team effectiveness and customer support.
Minimum Requirements
- 4+ years of experience in a SaaS B2B environment, with a track record of high performance.
- 2+ years of leadership experience managing remote teams at a program management level.
- 2+ years of Product Development experience, ideally as a Product Manager or similar role.
- Strong customer service skills with a customer-first approach to problem-solving.
- Highly self-motivated with a strong sense of urgency and accountability.
- Strong analytical skills with experience in KPI tracking, dashboards, and operational analytics.
- Excellent problem-solving, strategic thinking, and communication skills.
- Ability to manage multiple complex projects and priorities in a fast-paced environment.
- Familiarity with Salesforce, Jira, and Agile software development methodologies.
Preferred Qualifications
- Prior experience in healthcare operations, health plan organizations, or medical groups/hospitals.
Working Environment/Physical Demands
- Nextech operates as a remote work organization
- Significant time spent working on a computer in a dynamic, fast-paced environment.
- Long-distance or air travel as needed – not to exceed 15% travel.
- Working with and leading remote teams.
Total Rewards
- Generous annual bonus opportunity
- 401(k) with Employer Match
- Flexible Time Off: take time off when you need it without worrying about available hours
- 10 paid holidays + 1 floating holiday
- Volunteer Time Off
- Insurance: Choice of Medical, Dental, and Vision plans
- Health Savings Account with employer match
- Flexible Spending Account
- 100% Company-Paid Parental leave
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- iCREATE Employee Recognition Program
- Wellness Program including discounts on medical premiums
- Employee Assistance Program with free counseling sessions available
- Corporate Discounts on Retail, Travel, and Entertainment
- Pet Insurance options
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