Senior Engagement Specialist

Looking to level up your career by working with an ambitious global team? Want to play a key role in the success of a growing healthcare and technology company? Interested in engaging in online conversations about patience experience, consumer and employee insights, customer experience (CX), the evolution of the healthcare industry, and emerging technology like AI? Come to PG Forsta!

Our businesses – Press Ganey, Forsta and Rio SEO - are breaking down silos to explore and understand the full Human Experience of our clients’ target audiences, which include patients, consumers, employees across an array of industries including healthcare, technology, retails, and consumer goods and services. We deliver groundbreaking experience and research technology, unmatched expertise, and real impact for ambitious leaders globally.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and working environment – possibility to work from home
• Benefits like annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program, etc.
• and many more…

The Senior Engagement Specialist (SrES) is a client-facing role assigned a portfolio of enterprise client accounts.

The SrES is responsible for helping clients get the most value out of their Press Ganey Employee Experience partnership including annual engagement surveys for employees and physicians, milestone surveys (onboarding and exit), and self-serve pulse surveys (and future products). This includes monitoring assigned client accounts and responding to client inquiries. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the lifecycle of the client’s partnership with Press Ganey. The SrES role takes on the most complex clients EX serves (large health systems with complex survey needs and/or large cross-PG product portfolios) and/or takes on additional coaching and training roles in the team and/or is the subject matter expert for a specific product or project for the division.

Duties and Responsibilities

• Build and maintain relationship with the primary client contact and facilitate a collaborative team environment to break down barriers for our clients
• Review contract/partnership agreement and ensure all services utilized (covers wide range of products including: employee surveys, physician surveys, nursing surveys, surveys across the entire workforce vs focused surveys with a specific group (like new hires)
• Partner with client on sequence of surveys/products to achieve goals (such as improving employee engagement, reducing turnover, supporting frontline managers)
• Setup, maintain and verify account information to keep all stakeholders informed and coordinate in client service
• Facilitate ongoing updates and respond to client inquires; proactively reach out to client for milestone survey events
• Provide support for service failures/recovery
• Act as an effective member of a team and cross-team product group

• 5-8 years of health care, quality improvement or project management experience
• Minimum 2-4 or more years’ experience in ES/IS I/II role
• Demonstrated ability to manage large, strategic customer accounts
• Proven excellence in the support and service to complex customers is preferred
• Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency
• Proficiency with Microsoft Office (Word, Excel, Outlook, etc.) with demonstrated higher level Excel skills preferred
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to question, probe, and/or challenge clients in order to ensure the client’s ultimate needs are met
• Ability to handle multiple projects simultaneously while meeting strict deadlines

Education

• Bachelor’s degree in a related field is required

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $54,00 to $86,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/

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