Experience Director

Description

 

Here @ Strata
We are committed to our mission to help heal healthcare. Our unique culture is driven by a social, hardworking environment full of talented people solving problems together.  We embrace learning, cross-team collaboration, and continuous career growth.  Lifting each other to lift our clients, our product, our company.   If being part of a fun, fast-moving, innovative team is what you seek?  Keep reading.  

We look for someone who:

  • Is Service-Centric: Someone who desires to make an impact in and outside of our office. We look for service minded people to support our customers, each other and our community.
  • Has a Growth Mindset: Driven to own your individual learning and development (We’ll help you - we have a team dedicated to training you and providing extra educational resources).
  • Rocks Impact: Thinks two steps ahead to ensure the work we do will solve problems and make a difference.
  • Will be a StrataPro: Accountable.  Prepared.  Positive.  Core to who we are and how we treat one another. 

What you’ll do in this role:
An Experience Director will lead customers on their journey to continuously increase the value they receive from Strata Decision’s products and services.  The Experience Director will develop relationships with the executive teams across several health systems and own the delivery of Strata’s world class customer experience.  

  • Leadership
    • Lead a small team of experience managers across a portfolio of accounts.
    • Provide coaching and mentorship to experience managers to aid in career development.
  • Account Strategy & Planning
    • Identify strategic business opportunities and outline a tactical plan to deliver results
    • Collaborate with a team of experience managers to develop account plans
    • Collaborate with multiple internal stakeholders to develop an optimization plan.
    • Develop, communicate and manage a client ‘Road Map’
  • Product & Utilization
    • Accountable for monitoring and guiding improvements in product/service utilization
    • Facilitates current state analysis through Best-In Class scorecards
    • Measures and drives improvement in System Adoption & Democratization
  • Engagement
    • Communicating and driving participation in Strata hosted industry events
    • Communicating and engaging in Strata programs and processes including satisfaction surveys, webinars, user groups and other activities.
  • Business Development
    • Collaborates with Strata’s Business Development Directors to identify leads
    • Assist with clearing obstacles as part of the sales process.
  • Customer Experience
    • Monitor account health metrics and pro-actively drive experience improvements.
    • Serve as an escalation point to quarterback complex issues or situations.
    • Collaborate with Strata Decision’s support and consulting teams.
  • Operations:
    • Collaborate with other Enterprise Experience Directors on continually developing the Strata Customer Experience programs and processes.

 Your accomplishments include:

  • Bachelor’s degree or foreign equivalent, graduate degree preferred
  • 5+ years of experience in project/account management roles
  • 10+ years of experience in healthcare (provider, payor, healthcare IT)
  • Strong communication and conflict resolution skills. Including experience developing content and presenting to executive level stakeholders
  • Ability to lead & motivate cross-functional teams to solve complex problems
  • Passion for data, analytics and technology
  • Experience working with Software as a Service (Saas) solutions and data visualization tools
  • Technology experience within Salesforce, Microsoft Excel/PPT/Word preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • AxureDesign
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • TaskRayManagement
    • SalesforceCRM

Location

Walking distance from the State/Lake brown & red lines, Washington blue line or a shuttle ride from Union Station/Ogilvie.

What are Strata Decision Technology Perks + Benefits

Strata Decision Technology Benefits Overview

Strata is a different kind of company. Sure, we have a ping pong table and beer on Fridays like a lot of the cool tech companies. But, we know that our people want more. A career with purpose. A community who truly cares. Relationships that don’t end with the workday. Security for our families. Service to our community. So, that’s what we do - we offer our team the things that matter most to them...because those
things are the things that matter most to us.

Culture
Volunteer in local community
You'll see our people repacking food at the Greater Chicago Food Depository, helping beautify Chicago with the Green Star Movement and helping clean up our beaches along Lake Michigan.
Partners with Nonprofits
We partner with many organizations including: Greater Chicago Food Depository, One Acre Fund, Extra Life, Kino Border Initiative, Sole Hope, Misericordia Home & The Joseph Peter Bartzis Foundation
Friends outside of work
Eat lunch together
Intracompany committees
Launched in 2019, our Impact Advisory Board helps guide Strata's giving back initiatives. We also have StrataSports for those interested in intramural activities and others forming regularly.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Strata employees can contribute up to $3,500 annually to their FSA. These funds can be used for applicable out-of-pocket, healthcare-related expenses or dependent care expenses.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We offer discounted rates to a variety of local and nationwide health clubs.
Onsite Gym
Team workouts
Strata competes in various fitness/intramural activities including: Corporate Challenge, Kicks for Community, Step Up for Kids and more!
Retirement & Stock Options Benefits
401(K)
Strata offers both a traditional 401(K) and Roth 401(K) with a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Strata provides employees with a 401(k) matching plan managed by Vanguard. We match 50% of contributions up to 6% of an employee's annual gross pay.
Employee Stock Purchase Plan
We allow qualified employees to purchase company shares at a discounted price.
Performance Bonus
We're proud to have consistently funded our bonus pool to 100%. Our team has clear expectations set and aim to meet and exceed their goals each year!
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of paid maternity leave and offer two weeks for paternity and adoptive parent leave.
Flexible Work Schedule
Strata's front desk is open from 8 AM to 5 PM daily. Team members work with their managers and teams to make sure they arrive on time, according to their team's needs.
Remote Work Program
Strata understands the need for flexibility, and we work with team members on an individual basis. Some specific positions allow for full time remote work.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Return-to-work program post parental leave
Company sponsored family events
Strata has fun celebrating "Take Your Kid To Work Day" each year!
Vacation & Time Off Benefits
Generous PTO
Our team members accrue 21 PTO days per year and start accruing them on day 1!
Paid Volunteer Time
Our team receives one day per year of paid volunteer time. Additionally, many of our teams will take time to volunteer together!
Paid Holidays
Paid Sick Days
Wellness is about the whole self, we expect our team members to take care of themselves when they need it.
Perks & Discounts
Casual Dress
We take our work seriously but try not to take ourselves too seriously! Be comfortable when you're here, we love wearing jeans and our Strata t-shirts to work.
Commuter Benefits
Strata offers pre-tax commuter benefits for transportation, parking and car-share services as well as a corporate discount to Divvy bike here in Chicago!
Company Outings
Strata hosts company outings on a quarterly basis.
Game Room
In our lounge you can watch the Cubs game while enjoying your lunch, play some Jenga or another board game or try your skills at ping pong alongside our avid players!
Stocked Kitchen
We love our Bevi machines for flavored water and stock a variety of snacks daily
Some Meals Provided
We love to celebrate holidays together over a catered lunch but sometimes have a pizza party just for fun!
Happy Hours
Join us for a Friday fun hour where we celebrate the upcoming weekend over a treat of a team's choosing!
Parking
There are many pay-to-park garages near our office, including in our building, the Aon Center.
Recreational Clubs
We have a variety of StrataSports teams participating in Chicago intramurals all year long.
Relocation Assistance
Fitness Subsidies
Strata has partnerships with a variety of fitness centers nationwide that our team can take advantage of!
Professional Development Benefits
Job Training & Conferences
We offer extensive new hire training and employee development programs alongside our Education Grant program for our people to expand their knowledge and skills in and outside of Strata.
Lunch and learns
Strata hosts monthly lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 mentorship, Cross-department mentorship, Career mentoring, Leadership mentoring.
Continuing Education stipend
Our Education Grant program offers $500 annually, after your first year, for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
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