HFN: Manager, Customer Success

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.

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.

• 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.

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.

• 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.

• 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

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.