Position Summary:

As a Client Experience Support Manager, you will manage Client support staff members and the dedication to the client experience. You will be expected to drive process and performance improvement to meet or exceed customer expectations. You will have responsibility to focus the team on leading enthusiastic support, which entails analyzing root-cause issues and solutions rather than addressing transactional support issues and hold staff accountable to consistent process and improved performance.

Essential Functions:

 Manages performance of Client support staff through mentoring, education, standard processes, client focus and metrics. • Manage consistent metrics for the Client Support organization o Daily, weekly and monthly reporting on organizational performance and productivity o Measuring individual performance o Monitor backlog and customer concerns trends to find root-causes and provide solutions to processes and education/communication to all staff to implement changes.

• Accountable for driving continuous service improvement based on quality metrics and customer feedback. This would include management of customer concerns and service request management, including trend analysis and reporting. • Responsible for planning and allocating resources to ensure team availability to resolve customer issues in a timely fashion. • Responsible for developing strong business partnerships with other internal departments. • Expected to recommend changes to products or services to fulfill customer needs and works with peers to refine and implement those changes. • Responsible for supporting the organization by providing reference-able clients, providing client information and responding to inquiries from other areas of the organization. • Accountable for talent development of direct staff to ensure adequate bench strength and succession planning including all employee related activities (i.e. hires, training, appraisals, rewards and recognition, and disciplinary action) including ongoing guidance, direction and mentoring • Ability to be on-call on a rotational basis in a 24/7 environment • All other duties and responsibilities as assigned

Skills needed to be successful

• Demonstrated ability to coach, develop and mentor.

• Positive problem-solving mentality that seeks solutions and improvements to process to enhance performance • Ability to perform detailed analysis, out of the box thinking and solution orientation. • Demonstrate high level of organizational and communication skills required for all aspects of daily duties.

Required Experience & Education

• BA/BS Degree in Technology, Medical field or related degree • 5-7 years’ experience in a product support environment • Demonstrated experience with building business partnerships, improving client experience and happiness, process development and productivity improvement. • 1-3 years’ supervisory/leadership experience

Preferred Experience & Education

• Familiarity with software development lifecycles and technical support processes preferred.

• Exposure to the Healthcare or IT industry preferred.

• Formal Presentation skills preferred.

Supervisory Responsibilities • 8-12 direct reports