What Jobs are available for Customer Centric Approach in Minneapolis?

Our client is seeking an innovative and strategic Customer Experience Manager to lead their digital support initiatives in Minneapolis, Minnesota, US . This role is paramount in defining and implementing strategies that enhance the overall customer journey across digital channels, ensuring exceptional service delivery and customer satisfaction. You will be responsible for overseeing the digital customer support team, analyzing customer feedback, and identifying opportunities for improvement in user experience, self-service options, and support workflows. Key responsibilities include developing and executing customer service strategies, managing digital support channels (e.g., chat, email, social media), and collaborating with product and technology teams to implement user-centric solutions. The ideal candidate will have a strong background in customer service management, digital marketing, or a related field, with a proven ability to improve customer satisfaction metrics. Excellent leadership, communication, analytical, and problem-solving skills are essential. Experience with CRM systems, customer feedback platforms, and digital analytics tools is highly desirable. This position offers a challenging and rewarding opportunity to shape customer interactions and drive loyalty in a dynamic market. A Bachelor's degree in Business, Marketing, Communications, or a related field is preferred, along with substantial experience in managing customer experience and digital support operations. Join our team in Minneapolis, Minnesota, US and help us create unparalleled customer experiences. This hybrid role offers a balance of in-office collaboration and remote flexibility.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start **Caring. Connecting. Growing together.**
The Account Executive (AE), Client Management is a position that requires focus on an assigned portfolio of clients within a specific geographic area. The AE is responsible for the overall growth, retention and strategic planning of that portfolio. This includes acting as the lead for "inside sales" (upsells) and overall management of customer retention, satisfaction and up sell activity of their assigned accounts, operational submission of changes and plan maintenance and member specific assistance. In addition, the AE will be the liaison between sales, operations and the customer. The ideal candidate will have exceptional written and verbal communication skills, the ability to build solid relationships with key decision makers of each client, and solid organizational skills.
Self-starter high-performing individual; has comprehensive understanding of the PBM environment and broader health care system ability to work across departments to achieve success; has positive and respected relationships and uses knowledge and organizational skills to achieve desired objectives; exhibits ability to manage client expectations based on Optum's capabilities - and looks for up sell/growth opportunities with the client; manages customer satisfaction of assigned accounts; takes accountability for individual and team objectives.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
**Primary Responsibilities:**
+ Maintain overall accountability for client satisfaction, retention and growth
+ Use solid industry knowledge to add value to the clients' operation and look for up sell opportunities
+ Maintain an ongoing knowledge of clients' business; as well as their contract with Optum
+ Provide leadership for new client projects/implementations
+ Provide regular communication to management on client concerns and feedback
+ Communicate with clients via face-to-face meetings, conference calls and written correspondence
+ Interfaces with internal Optum departments
+ Assist in the marketing of sales strategies; product/service information
+ Maintain client business plan
+ Understands the Eligibility and Pharmacy Claims adjudication process
+ Monitor performance guarantees/Service Level Agreements
+ Negotiate contract renewals
+ Conduct periodic reviews with client and recommend new products/services as appropriate
+ Participate in best and final sales support as appropriate
+ Travel to client sites may be required
+ Other duties as assigned
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
**Required Qualifications:**
+ 5+ years of PBM and client management (business to business services) experience for low to mid-tier companies (5000 employees)
+ 5+ years of experience in PBM client management experience as well as Pharmacy Benefits Implementation guidelines
+ 4+ years of related experience
+ Experience using RxClaim to validate service delivery of Pharmacy Benefits
+ Claims validation experience
+ Ability to use MS Excel to create basic spreadsheets; sort, filter, import/export data, create charts and graphs, and use basic formulas
+ Ability to use MS PowerPoint to create and modify presentations
+ Ability to work core business hours and have the flexibility to adjust their schedule to accommodate occasional overtime
+ Ability to travel up to 25% as needed
+ Driver's License and access to reliable transportation
**Preferred Qualifications:**
+ 5+ years of experience in PBM and working with Pharmacy benefits Implementation guidelines
+ 5+ years of experience with owning/managing a book of business
+ Experience with renewal strategy & upsells
+ Ability to exhibit proficiency in executing software programs and utilities specific to Optum's applications
+ Ability to read, analyze and interpret procedures, general business periodicals and professional journals
+ Ability to effectively present information and respond to questions from clients, management and technical associates
+ Ability to analyze/understand reports, metrics and client trends
+ Demonstrated good mathematical ability
**Soft Skills:**
+ Solid relationship building and communication skills
+ Self- directed and organized individual
+ Excellent organizational skills
+ Excellent verbal and written communication skills
+ Project management skills
+ Customer service orientation and relationship management skills
+ Ability to solve practical issues and deal with many variables in situations where only limited standardization exists
+ Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.
**Application Deadline:** This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
_At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission._
_UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations._
_UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment._

Our client is seeking a highly experienced and motivated Senior Customer Support Manager to lead their customer service operations in Minneapolis, Minnesota, US . This role is critical in ensuring exceptional customer experiences, managing a team of support professionals, and driving continuous improvement in service delivery. The ideal candidate will possess a deep understanding of customer support best practices, strong leadership abilities, and a passion for customer satisfaction. Responsibilities include overseeing daily support operations, developing and implementing support strategies, and setting performance goals for the team. You will be responsible for recruiting, training, and mentoring customer support representatives, fostering a high-performance culture focused on empathy and efficiency. This position requires the ability to analyze customer feedback, identify trends, and implement solutions to enhance the customer journey. Experience with customer support software, ticketing systems, and CRM platforms is essential. The Senior Customer Support Manager will also collaborate with other departments, such as product development and sales, to address customer concerns and improve overall product/service offerings. Problem-solving skills, the ability to handle escalated issues, and a strategic approach to customer retention are key requirements. This role offers a hybrid work model, blending in-office collaboration with remote flexibility. If you are a seasoned leader dedicated to delivering outstanding customer service and empowering your team, we encourage you to apply.

Key Responsibilities:

• Lead and manage a team of customer support representatives.
• Develop and implement customer support strategies and procedures.
• Set performance metrics and monitor team performance to ensure high-quality service.
• Train, coach, and mentor customer support staff.
• Handle escalated customer inquiries and resolve complex issues.
• Analyze customer feedback and support data to identify areas for improvement.
• Collaborate with other departments to address customer concerns and enhance product/service offerings.
• Manage customer support tools and technologies (ticketing systems, CRM).
• Develop and maintain knowledge base articles and support documentation.
• Champion a customer-centric culture within the organization.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5-7 years of experience in customer service or support, with at least 2 years in a leadership role.
• Proven experience managing and motivating customer support teams.
• In-depth knowledge of customer service best practices and methodologies.
• Proficiency with customer support software, ticketing systems (e.g., Zendesk, Salesforce Service Cloud), and CRM.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

Our client is looking for an experienced and dedicated Remote Customer Support Lead to manage and enhance our customer service operations. This role is fully remote, offering the flexibility to work from anywhere. As the Customer Support Lead, you will be responsible for overseeing a team of customer service representatives, ensuring the delivery of exceptional support and fostering a customer-centric culture. Your key duties will include managing daily support operations, developing and implementing support policies and procedures, and monitoring team performance metrics to ensure service level agreements (SLAs) are met and exceeded. You will coach, mentor, and train support agents, providing guidance on complex customer issues and ensuring consistent service quality. Identifying customer pain points and collaborating with product and engineering teams to implement solutions and improvements will be a vital part of your role. Developing comprehensive knowledge base articles and self-service resources to empower customers and reduce support volume is also expected. This position requires strong leadership capabilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You will be responsible for handling escalated customer inquiries and ensuring timely and satisfactory resolutions. A proven ability to motivate a remote team and drive performance is crucial. A Bachelor's degree in Business Administration, Communications, or a related field, along with a minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or lead role, is required. Proficiency with customer support software, ticketing systems (e.g., Zendesk, Intercom), and CRM platforms is essential. If you are a results-driven leader passionate about delivering outstanding customer experiences and thrive in a remote work environment, we want to hear from you.

Our client, a fast-growing technology firm, is seeking a seasoned Senior Customer Support Manager to lead their support operations in Minneapolis, Minnesota, US . This leadership role is critical for ensuring exceptional customer experiences and maintaining high levels of customer satisfaction. You will be responsible for managing a team of customer support professionals, setting performance standards, and developing strategies to enhance support efficiency and effectiveness. The ideal candidate will possess a deep understanding of customer service principles and best practices, with a proven ability to motivate and develop support teams. Key responsibilities include overseeing ticket resolution, managing escalations, analyzing support metrics, and identifying areas for process improvement. Experience with CRM systems and helpdesk software is essential, along with a strong capability to implement and optimize support workflows. You will also collaborate closely with product and engineering teams to provide feedback and advocate for customer needs, ensuring that customer insights drive product development. This hybrid position requires a balance of on-site strategic planning and team collaboration with the flexibility of remote work. A Bachelor's degree in Business Administration, Communications, or a related field is preferred, along with a minimum of 7 years of experience in customer support roles, including at least 3 years in a management or team lead capacity. Exceptional problem-solving, communication, and leadership skills are a must. If you are passionate about delivering outstanding customer service and building high-performing support teams, we encourage you to apply.

Join our innovative company as a Technical Customer Support Specialist in Minneapolis, Minnesota, US . This hybrid role offers the best of both worlds, allowing you to collaborate in person with your team while also enjoying the flexibility of remote work. You will be the first point of contact for our customers, providing exceptional support for our cutting-edge software products. Your primary responsibility will be to troubleshoot and resolve technical issues, ensuring customer satisfaction and retention. This involves active listening, clear communication, and a deep understanding of our product suite. You'll work closely with our engineering and product teams to identify recurring issues and contribute to product improvements. If you are passionate about technology and helping others, this is the perfect opportunity for you.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve complex technical issues related to our software applications.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate unresolved issues to appropriate internal teams, such as engineering or product development.
• Document all customer interactions, issues, and resolutions in our CRM system.
• Create and maintain knowledge base articles and FAQs to empower customers and internal teams.
• Identify trends in customer issues and provide feedback to product and engineering teams for continuous improvement.
• Participate in training sessions to stay updated on product updates and new features.
• Contribute to a positive and collaborative team environment, sharing knowledge and best practices.
• Achieve and maintain target metrics for customer satisfaction, first-call resolution, and response times.

Qualifications:

• Proven experience in a technical customer support or helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Familiarity with cloud-based technologies and SaaS products is a plus.
• Associate's or Bachelor's degree in a related field, or equivalent work experience.
• Ability to work effectively in a hybrid work model, balancing remote and in-office days.
• A proactive and customer-centric approach to problem-solving.
• Detail-oriented and organized with strong documentation skills.

This is a fantastic chance to grow your career in a supportive and dynamic environment, contributing directly to the success of our valued customers.

Our client, a rapidly growing SaaS company renowned for its innovative products, is seeking a dedicated Senior Customer Support Manager to lead their exceptional support team in a fully remote capacity. This role is crucial for ensuring outstanding customer experiences, managing support operations efficiently, and fostering a culture of customer advocacy. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a proven ability to optimize support processes and team performance.

Responsibilities:

• Lead, mentor, and develop a high-performing remote customer support team, fostering a positive and results-oriented environment.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and technical issues across multiple channels (email, chat, phone, tickets).
• Develop and implement customer support strategies, policies, and procedures to enhance customer satisfaction and loyalty.
• Analyze support metrics and KPIs (e.g., response time, resolution rate, CSAT) to identify trends, areas for improvement, and implement data-driven solutions.
• Manage the escalation process, ensuring complex issues are addressed promptly and effectively.
• Collaborate with product, engineering, and sales teams to provide customer feedback and drive product improvements.
• Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
• Recruit, train, and onboard new support agents, ensuring they are equipped with the necessary skills and product knowledge.
• Contribute to the continuous improvement of support tools and technologies.
• Champion the voice of the customer throughout the organization.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
• Minimum of 6 years of experience in customer support or customer service management, with at least 3 years in a leadership role.
• Proven track record of building and managing successful remote support teams.
• Strong understanding of customer support best practices, CRM systems, and helpdesk software (e.g., Zendesk, Intercom).
• Excellent leadership, communication, problem-solving, and interpersonal skills.
• Experience in analyzing support data and implementing process improvements.
• Ability to manage multiple priorities and thrive in a fast-paced, remote work environment.
• Familiarity with SaaS products and the technology industry is highly preferred.
• Demonstrated commitment to delivering exceptional customer experiences.

This fully remote position offers the flexibility to work from anywhere in the US. Our client provides a competitive salary, comprehensive benefits package, and a culture that values innovation and employee growth.

Our client is looking for a dedicated and empathetic Customer Support Specialist to join their fully remote team. Based from your home office, you will be the primary point of contact for customers, providing exceptional support and resolving inquiries efficiently. This role is crucial in maintaining customer satisfaction and loyalty by addressing technical issues, answering product-related questions, and guiding users through our services. You will leverage various communication channels, including phone, email, and live chat, to deliver timely and accurate assistance. The ideal candidate is a proactive problem-solver with excellent communication skills, a patient demeanor, and a strong technical aptitude. Responsibilities include:

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshooting and resolving technical issues related to our products and services.
• Documenting customer interactions and resolutions accurately in the CRM system.
• Providing product information and guidance to customers.
• Identifying and escalating complex issues to relevant departments.
• Contributing to the development of support documentation and FAQs.
• Gathering customer feedback to identify areas for improvement.
• Collaborating with team members to share best practices and enhance support quality.

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with helpdesk software and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.
• A quiet, dedicated workspace with reliable high-speed internet access.
• A patient and empathetic approach to customer interactions.

This is a fully remote opportunity, offering the flexibility to work from anywhere within the US. If you are passionate about helping others and thrive in a remote work environment, we encourage you to apply. Join our client's supportive and collaborative team and make a significant impact on the customer experience.