Director Customer Success - Gravie Care at Gravie in Minneapolis, MN

Director Customer Success - Gravie Care at Gravie in Minneapolis, MN

Core Competencies

• Demonstrate commitment to core Gravie competencies of being authentic, curious, creative, empathetic and outcome-oriented
• Previous success in establishing creative and innovative customer experience and customer success programs and practices
• Excellent analytical capabilities and previous experiences using data and information to inform decisions
• Ability to track and report on Call Center Metrics

Responsibilities

• Help design and implement a customer success strategy that truly differentiates Gravie and helps set a standard and expectation of amazing customer experiences for our members
• Create and implement programs and practices around the customer success strategy and continuously measure its effectiveness
• Establish and monitor the metrics and processes that support our customer experiences and service levels
• Leverage data, workforce models and financial analysis to inform, advise, problem solve and influence decisions and outcomes that align with our member centric priorities
• Ensure the highest standard of customer service is delivered and maintained in all aspects of the Gravie Care functions, including inbound/outbound call management, emails, and other written correspondence - celebrating our successes and making improvements when needed
• Use data and information to identify how we can prevent problems from happening in the first place, and ensure quality resolution happens as quickly as possible when a problem does occur
• Work closely with Gravie's Account Management and TPA teams to ensure we have great issue resolution practices
• Work closely with our customer experience design team in creating our programs and practices
• Ensure attainment of all performance measures including quality, service levels and customer satisfaction
• Direct the day to day operations of the Gravie Care contact center and service operations
• Focus on creating scalable processes and practices to accommodate our rapid growth
• Ensure our tools and technology are the best solutions for delivering amazing service
• Develop and maintain budgets and staffing forecasts
• Coach, mentor and develop an amazing team of customer service professionals

Qualifications

• A Bachelor's degree or related experience
• 5 years of leadership experience in a customer service environment; health benefits experience is preferred
• Previous success in establishing creative and innovative customer experience and customer success programs and practices
• Excellent analytical capabilities and previous experiences using data and information to inform decisions
• Ability to track and report on Call Center Metrics
• Previous experience shaping practices and processes in a growth-oriented environment

Salary Range

$150K -- $200K

Company Information

Gravie offers innovative health benefit solutions that put employers’ and employees’ needs at the center of the healthcare ecosystem. Brokers and employers who are interested in learning more about Gravie, should email to or call us at 844.540.8701.

Company Specialties: health insurance, health care, employer benefits, health, wellness, and health benefits