• Reporting to the Managing Director, the Head of Client Services will be responsible for both strategy and execution and will bring a “roll up your sleeves” mentality to the position with overall responsibility for providing leadership, direction, and administration of all marketing, sales, and customer experience initiatives for Valley Hospital. Together with the departmental team members, the role drives supports, and models a service-oriented culture focused on employee engagement, service excellence, and the overall patient experience. We are seeking an experienced and strategic Head of Client Services passionate about creating exceptional client experiences and driving growth through strategic initiatives, to join our dynamic team!

ACCOUNTABILITIES

• Create and execute commercial strategies aimed at accelerating growth.
• Study industry trends and create an effective business plan (budget) based on commercial opportunities.
• Develop an understanding of customers’ needs and make sure they are met.
• Develop and implement a customer experience strategy that aligns with Valley’s business objectives.
• Lead the customer-facing team to ensure client satisfaction, retention, and growth.
• Develop and implement processes and procedures to streamline the customer experience, improve customer satisfaction, and drive efficiency.
• Drive continuous improvement in customer experience by staying up to date with industry trends, and best practices, and by intaking and incorporating customer feedback.
• Develop marketing strategies that boost the company and product awareness to all client segments such as private patients, insurance companies, and corporate healthcare partnership
• Develop partnerships with key stakeholders aimed at accelerating the company’s growth.
• Drive business development effectiveness through territory planning, sales performance tracking, development, and delivery of customer engagement and sales enablement tools.
• Manage day-to-day execution of commercial strategic initiatives, including building the business case, scoping, and structuring execution plans, facilitating working team meetings, performing analysis to inform decision-making, developing, and tracking deliverables, and reporting on progress results.
• Collaborate with cross-functional teams, including Clinical services, Nursing, Finance, and IT, to streamline client-facing processes and improve Valley Hospital service delivery
• Resolve complex client issues escalated by the Client In-charge Supervisor or other team members in a timely and effective manner.

TYPE & AMOUNT OF EXPERIENCE

• Bachelor’s degree in business administration or a related field.
• Minimum of 3 years of experience in client services or a related role.
• Experience in working in a service organization for a minimum of 4 years