Solution Liaison -- Business Lab #20-1818

<strong>At Emergent Holdings, we&rsquo;re creating an innovative environment where our employees belong authentically, contribute meaningfully, and thrive intentionally &mdash; both personally and professionally.</strong>

Lansing, MI

Emergent Holdings

<strong>Emergent Holdings is driven by a singular goal &mdash; improving the health and safety of our customers and our communities. How do we do that? We create innovative insurance products, technology solutions, and services to support our key stakeholders &mdash; individuals, employers, providers, and strategic partners &mdash; improving the health and safety of the people and places we serve.</strong>

keywords: customer care,business development,reporting,sales,support,reporting,process management,teamwork,quality assurance,sales,experience,analysis,education,project management,presentation,quality assurance


Competitive Compensation and Benefits Package

Overview: <p>This role will report into the Emergent Holdings Product and Innovation Business Lab.</p> <p>The Solution Liaison supports Business Development in client pursuit and support, surfacing product information, and insights. Additionally, the Solution Liaison serves as the first stop for internal customer satisfaction or support issues, and as a resource on external customer support issues. The Liaison monitors customer satisfaction and also works in tandem with the Experience Lead to identify client and product roadmaps and perform a needs analysis. This role will also facilitate the collaborative driving of sales and marketing collateral and tracking customer targeted status.</p>
Responsibilities: <ul> <li>Manages and facilitates customer touchpoint and satisfaction reporting</li> <li>Facilitates collaborative driving of solution effectiveness, sales, marketing and support collateral and tracking customer targeted status</li> <li>Serves as liaison between Business Lab Smart Conductor team and EH Business Development team</li> <li>Delivers exemplary customer support and escalation resolution of internal and external support and sales opportunities including responding to inquiries which may include questions on products and programs.</li> <li>Establishes and maintains service reporting and provide metrics to allow continual improvement and the ability to identify potential issues or trends in the marketplace.</li> <li>Leads and participates in workgroups and task forces in order to complete special assignments and projects.</li> <li>Establishes and maintains departmental processes and procedures and other documentation. Ensure departmental policies and procedures are CMS compliant and assist in any auditing.</li> <li>Coordinates and sets delivery timelines that maintain internal alignment</li> <li>Monitors and implements as appropriate industry best practices in delivery and support</li> <li>Responsible for balancing workload to optimize the effectiveness of the department.</li> </ul>
Requirements: <p><strong>EDUCATION:</strong></p> <p>Bachelor's degree in Business Administration, Health Care Administration, Marketing, or a related field. Master's degree in a related field is preferred. Strong technology exposure required in educational pursuits as well. Relevant combination of education and experience may be considered in lieu of degree.</p> <p><strong>EXPERIENCE:</strong></p> <p>Seven years experience of progressive responsibility in a business environment or marketing with demonstrated technical knowledge that provides the necessary knowledge, skills, and abilities required. Experience working with agile technical teams and experience in healthcare required.</p> <p><strong>SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:</strong></p> <ul> <li>Strong background in Microsoft applications and some CRM.</li> <li>Very strong understanding of software development and cloud environment concepts.</li> <li>Past experience using database or database driven system.</li> <li>Excellent analytical, organizational, planning, verbal, and written communication skills required.</li> <li>Proficient in work that involves analysis, organization, planning, presentation development, problem resolution, sales, strategy, and innovation.</li> <li>Proficient in project management methodologies</li> <li>Strong ability to research and gather insight to help stakeholders make informed decisions</li> <li>Must be self-motivated and have the ability to work well under pressure.</li> <li>Ability to effectively present information and respond to questions from internal and external contacts at all levels of the organization.</li> <li>Ability to read, analyze, write, and develop communications (i.e. white papers, strategy decks, etc.) or reports as required by leadership.</li> <li>Extensive knowledge of business operations.</li> <li>Ability to work with and empower others on a collaborative basis to ensure the success of the unit team.</li> <li>Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions, and employing active listening techniques.</li> <li>Ability to establish workflows, manage multiple projects, and meet necessary deadlines.</li> </ul> <p><strong>WORKING CONDITIONS:</strong></p> <p>Work is performed in an office setting with no unusual hazards. Occasional travel is required.</p>