Customer Excellence Specialist - Remote

Job Description
TheCustomer Excellence Specialistwill be a key member of the Client Services (Center of Excellence) Organization. This new position will work in a matrix organization to resolve complex issues with customers, train internal and external partners and execute process improvements projects to improve customer experience
Provide specialized customer support to key accounts and partner with customers and internal product teams to successfully implement new initiatives like digital ordering system (portal, EMR)
Create content and SOPs for launches, train Client Services team members and external partners
Assist in developing and executing knowledge management resources for the department
Manage projects related to developing and implementing best practices for the Client Services team, introduce process excellence across the organization to improve overall performance
Evaluate and implement new Customer Service/Experience tools and software platforms and incorporate this knowledge into the improvement initiatives
Collaborate with other departments to develop and enhance processes efficiencies between the functional areas to ensure that SOPs and best practices for each team are met
Help develop the audit program for the department and collaborate with SMEs to implement it
Collaborate with the software team to test enhancements leading to improvements in operational efficiencies
Represent the Voice of the Customer and the needs of the team in cross-functional meetings
Demonstrate flexibility and adaptability in a fast-paced dynamic environment