Associate Manager, Customer Experience

Associate Manager, Customer Experience

About IHI

The Institute for Healthcare Improvement (IHI) is an independent not-for-profit organization based in Boston, Massachusetts, USA. For over 30 years, IHI has used improvement science to advance and sustain better outcomes in health and health systems across the world. IHI brings awareness of safety and quality to millions, catalyzes learning and the systematic improvement of care, develops solutions to previously intractable challenges, and mobilizes health systems, communities, regions, and nations to reduce harm and deaths. IHI collaborates with a growing community to spark bold, inventive ways to improve the health of individuals and populations. IHI generates optimism, harvests fresh ideas, and supports anyone, anywhere who wants to profoundly change health and health care for the better. Learn more at ihi.org.

Position Summary:

The Associate Manager, Customer Experience serves as a primary contact for IHI prospects and customers and is responsible for helping with IHI customer inquiries via phone, cases, and email. This position demands thorough knowledge of IHI's programs and products to respond to questions from existing and prospective customers.

Position Responsibilities:

Responsibilities include but are not limited to the following:

• Respond promptly and fully to written online, e-mail, and telephone customer inquiries relating to www.IHI.org, general program information, program enrollments and billing questions
• Understand and help achieve IHI mission and goals - and be able to convey these to our customers
• Manage several customer facing IHI email inboxes and case portal, triaging responses
• Function in and support a fast-paced team environment
• Build customer relationships and record account information
• Provide world-class customer service
• Process customer payments
• Conduct surveys and compile customer reports
• Assist with IHI social media
• Other duties and projects as required, including proactive customer outreach

Position Knowledge, Skills, and Abilities:

• Excellent communication skills (written and verbal) are required, including professional telephone etiquette
• Familiar with CRM systems and practices
• Proven customer support or sales success
• Ability to multi-task, prioritize, and manage time effectively
• Highly motivated and detail-oriented
• Must possess a strong working knowledge of Microsoft Office product suite
• Ability to work in a dynamic, fast-paced environment
• Must be comfortable making sales calls and developing customer relationships
• Commitment to IHI Values
• Commitment to equity, anti-racism, and the improvement of societal systems

Position Qualifications:

Required

• BS/BA degree & 1 + year of experience in a professional environment OR 3-4 years of customer service experience

Preferred

• Experience with TopClass, Aventri, and other CRM
• Prior experience with IMIS Association Management System software

At IHI, we are inspired to do our best work and be our best selves by leaning into our values and uniting in our vision to create a future in which everyone has the best care and health possible. We ensure that people feel valued and supported in meaningful ways, as demonstrated in our total rewards package that features competitive compensation, medical, dental and vision coverage, life and disability plans, FSA plans, matching 401k contributions, tuition reimbursement, a personal development allowance to support what matters to you, a professional development allowance to support continued learning, respect for personal commitments and flexibility to manage them, generous time off including vacation time, a paid week off between Christmas and New Year's Day, wellness and wellbeing time, and other special programs to support employee wellbeing.

IHI is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex or gender, marital status, national origin or ancestry, disability, veteran status, military service, age, sexual orientation, gender identity, genetic information, crime victim status, political belief, and any other protected class under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation to complete our application, please let us know. Veterans are encouraged to apply.