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Sr. Customer Advocate

Date: Oct 29, 2020

Location: Atlanta, GA, US

Company: Agfa-Gevaert NV

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). 

 

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management. 

 

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

 

Do you have a passion for customer experience and helping customers solve their business problems?

Do you enjoy innovating and managing new customer outreach programs that add value to the overall customer experience -- things like webinars, customer forums and councils, and customer networking opportunities? Do you have an analytical side that searches for and alerts customers to potential problems before they happen? Do you excel at advocating for customers who require focused and dedicated attention to get through challenging issues by developing and executing against a recovery plan?

 

If you answered YES to these questions, then consider being a Customer Advocate at Agfa HealthCare.

 

Location: Atlanta, GA area preferred

 

At Agfa HealthCare, we’re focused on optimizing the customer experience and have launched a new Customer Care program as a critical component of our Customer Support transformation. We’re looking for candidates with extensive healthcare IT customer support experience to join our Customer Care team as a Senior Customer Advocate.

 

The Advocate will focus on high profile, high revenue customer accounts as well as complex customer situations by providing attention in 2 broad areas: Proactive Customer Engagement and Escalation Management. The objective is to provide the best care possible as these customers interact with Agfa HealthCare products.

 

Proactive Customer Engagement has 2 components – Outreach and Pre-Emptive Support. The goal in this area is to anticipate potential customer satisfaction risk situations, to prevent customer issues and escalations, to recognize customer accomplishments, and identify utilization gaps and opportunities for billable optimization.

 

Escalation Management is by its very nature is Reactive. In this scenario the Advocate brings urgency, intelligence, and resources to ensure a successful and timely resolution.

 

Main Responsibilities:

 

  • Escalation Management: Customer dissatisfaction events will occur that require the involvement of a Customer Advocate to facilitate, coordinate, and communicate the urgency of a timely resolution. The Advocate intervenes directly with the customer and identifies as their point person for the specific identified issue(s)/concern(s). Escalations are assigned by the Director Customer Care.
  • Pre-emptive Customer Engagement: Develop programs/processes to aid in anticipating potential satisfaction or experience risk situations. Once identified, engage both the customer and Agfa resources to bring about a timely resolution. For example – working with Support leaders perform open case/backlog analytics to identify specific customer trends and potential customer dissatisfaction situations before they escalate.
  • Outreach Customer Engagement: Develop and deliver proactive customer engagement programs that will demonstrate to customers that Agfa is listening to their concerns and we do care about how they use our products. As an example, this might include customer networking opportunities, a webinar series, newsletters, or a customer training and recognition program.

 

Travel (25 - 35% depending on need) is required primarily for customer visits but could also be to attend conferences, networking events or other work-related events.

 

Competencies and skills:

 

  • Dynamic and resourceful with passion and drive. Investigative and inquisitive nature.
  • Leads, takes ownership with ability to influence and make decisions with resolution orientation and sense of urgency.
  • Executes and encourages others to participate to accomplish objectives. Sound negotiating and conflict resolution skills.
  • Works independently and can prioritize work to meet the customer’s needs. Good organization and time management skills
  • Ability to achieve results which depend on international and multidisciplinary collaboration.
  • Strong focus on user needs and an intellectual curiosity about the products that help to meet them.
  • Has Executive presence and credibility; is confident and poised with individuals at all levels such as individual clinical users of Agfa products, department heads overseeing clinical users of the application, and members and leadership of IT-department supporting project implementation.
  • Excellent interpersonal and relationship skills; listens and acknowledges; is assertive when required.
  • Strong verbal and written communication skills (including presentation skills), ability to summarize, ability to explain technical content to non-technical executive audience.

 

Education:

 

  • Bachelor’s degree in Healthcare IT related field or equivalent combination of training, education, and experience.
     

Experience:

 

  • 10 years Healthcare Experience in Healthcare IT Customer Service/Support
  • 5-7  years in a customer relationship/interface role with a healthcare IT vendor
  • Experience with a variety of disciplines in Healthcare IT is preferred including professional services / implementations, account management, sales/sales support in addition to customer support experience.

 

 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!

 

Learn more about Agfa HealthCare and follow us on Instagram.

 

Agfa HealthCare Corporation is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact agfahealthcarehrna@agfa.com


Nearest Major Market: Atlanta

Job Segment: Medical, Product Development, Data Management, Sales Support, Healthcare, Research, Customer Service, Data, Sales