HFN: Manager, Customer Success

Why Us?:

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Could This Be For You?:

The Manager, Customer Success’s primary function is to ensure Hanger’s supply chain has a consistent workflow, interface, and response to our external customers. This role is responsible for defining and managing the implementation and execution of Customer Support programs and policies for Hanger’s customers. This role will be responsible for monitoring performance within our sales support organization as well as our inside sales functions while affecting the necessary changes to foster a culture of continuous improvement, tasked with enabling positive experiences for our customers. This is a customer facing role and would be an escalation point for all customer service issues. This role would ultimately support our customers as they transition from Sales prospects to active customers.

Your Impact:

Build service team to ensure highest levels of customer interactions

Drive process standardization, reputation management, customer retention and growth

Manage various channels of customers communication

Analyze customer feedback, complaints or questions and make recommendations

Conduct analysis of existing processes and introduce new and existing tools that will effectively improve work processes and outcomes.

Build industry and technical knowledge of O&P and apply to service levels

Approximately 20% travel for onsite collaboration with HFN Customer Service teams and leaders and to understand our product portfolio and processes.

Minimum Qualifications:

Required

Bachelor’s degree in Business Administration or equivalent.

Minimum five years’ experience in healthcare sales support or related distribution sales support.

Two years supervisory experience.

Preferred

Four years supervisory experience is preferred.

Supervising/managing experience in a multi-site environment is preferred.

Additional Success Factors:

Excellent interpersonal skills; gather and assimilate accurate information and different perspectives

Experience leading service system implementation (ie: MRP)

Empathetic advocate for win-win ecosystem

Strong problem solving skills

Outstanding analytical skills, reporting and data analysis

Ability to interact effectively at all levels of organization

Familiarity with call center CRM utilization and call center phone systems

Understanding of live chat and other digital communication methods

Project management skills

Effective oral/written communication skills

Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.

Keep the patient at the center of everything that you do, building lifelong trust.

Foster open collaboration and constructive dialogue with everyone around you.

Continuously innovate new solutions, influencing and responding to change.

Focus on superior outcomes, and calibrate work processes for outstanding results.

Our Investment in You:

Competitive Compensation Packages

8 Paid National Holidays & 4 additional Floating Holidays

PTO that includes Vacation and Sick time

Medical, Dental, and Vision Benefits

401k Savings and Retirement Plan

Paid Parental Bonding Leave for New Parents

Flexible Work Schedules and Part-time Opportunities

Generous Employee Referral Bonus Program

Mentorship Programs- Mentor and Mentee

Student Loan Repayment Assistance by Location

Relocation Assistance

Regional & National traveling CPO/CO/CP opportunities

Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

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