Press Ganey Holdings, INC Regional Service Manager Client Implementation Services in South Bend, Indiana

About Press Ganey Press Ganey is a leading provider of patient experience measurement, performance analytics and strategic advisory solutions for health care organizations across the continuum of care. Celebrating 30 years of experience, Press Ganey is recognized as a pioneer and thought leader in patient experience measurement and performance improvement solutions. Our mission is to help health care organizations reduce patient suffering and improve clinical quality, safety and the patient experience. Position Description/Overview The Regional Services Manager, Client Implementation Services will lead a team of Account Managers in the day to day functions within Client Experience. This individual will own all aspects of leadership and management of Account Managers. This will include coaching and mentoring, employee satisfaction, and holding AMs accountable to accuracy and quality of services. The RSM is also responsible for managing team s workloads, conduct service recovery as needed, and be available for onsite meetings with clients. The scope of responsibility will include managing the new setup and configuration of products and services for new Clients and new services for existing Clients to meet the Client expectations and deliver upon our mission. This person will work closely with Implementation and Support Teams to ensure the new setup is ready for and executes on seamless transitions to the Support models. The Regional Services Manager, Client Implementation Services acts as the primary problem solver and knowledge resource for the team: identifies process improvement and efficiency opportunities; provides leadership and helps develop the individuals on their team, and fostering exceptional working relationships and communication within their team and with all cross functional departments. Duties and Responsibilities: * Create and continuously improve an engaged and empowered Implementation workforce aligned to the Press Ganey mission * Create and support career goals and planning for all team members * Hold associates accountable to the Standards of Performance, Customer Service Work Ethic, Account Management Metrics and service to clients. * Foster a culture of teamwork, entrepreneurialism and innovation to provide the most effective service to clients. * Be a point person for problem solving and a knowledge resource for the team. * Identify and grow Client Implementation team and individual performance and talent competencies * Build and evolve processes, metrics, and tools to deliver repeatable, reliable and responsive service for our Clients * Drive adoption of and adherence to Implementation specific Business Process Architecture * Create and maintain Client Implementation operational metrics and accountability * Collaborate cross-functionally * Provide enterprise perspective, leveraging best methods across and within products and processes * Collaborate with Product Management, IT and other enabling functions to ensure client advocacy in design and implementation of new/changed products and solutions * Success Measures include: * Customer satisfaction * Employee engagement * First time yield of implementations * Service responsiveness * Regulatory compliance * Business Process Architecture compliance Qualifications: * 1-3 years proven management or leadership experience required. * Exceptional communication skills across multiple media * Engaging personality with ability build relationships and advocate across all levels of an organization (internal and external) * Proven ability to utilize project management methodology and tools * Proven success applying innovative and creative problem solving skills * Results driven with proven ability to prioritize and execute on both strategic and tactical initiatives * Proven presentation skills * Effective at disrupting and improving business processes * Model of leadership attributes including listening, coaching, accountability, modeling, and empathy * Passion for