The Director of Customer Support leads 5 different teams with a manager heading up each team. The teams provide a variety of customer support – via phone, Salesforce cases and email. These teams provide different levels of support from administrative to more technical in nature. However, this is not a help desk in terms of desktop support. The Customer Support team assists our customers in troubleshooting various issues.
Responsibilities
- Provide leadership for all members of the Customer Support organization
- Develop and execute strategic Customer Support plans in alignment with corporate goals and strategic initiatives
- Work closely with Production Services management to ensure consistent processes and protocols are in place across the organization
- Hire, manage, mentor, and develop a team that delivers results (the “what” & the “how”) and has a strong customer-focus
- Set and balance priorities of Customer Support organization
- Establish and maintain strong relationships with external and internal customers to ensure the highest level of customer service and operational excellence
- Provide crisis management, coordinate with company and customer personnel to diagnose problems, and ensure post-mortem analysis and recordation takes place
- Resolve incidents, issues, and problems, alone and through collaboration with internal and external personnel including the management of problem remediation projects
- Guide customers in use of all external processes, tools, and reporting
- Formulate, recommend, and implement appropriate tactical changes to enhance processes, increasing reliability and customer satisfaction
- Identify new technology and technology updates which can positively impact the customer experience and team efficacy
- Ensure key standard operating procedures are defined and followed. Develop and manage support policies. Develop, monitor, and manage metrics between customers and the Company
- Analyze transaction data, directory data, support data to develop, track, and generate reports
- Manage external technical communications (maintenance, outage, informational, etc)
- Represent Surescripts in key customer related forums
Qualifications
Basic Requirements:
- Bachelor’s Degree or equivalent experience
- 7 to 10 years of experience in related, progressive roles
- 5+ years of people management experience in roles showing progressive leadership
- Experience with process improvement and overall strategic planning for a team
- Experience hiring, mentoring, and developing talent
- Strong customer service focus
- Excellent professional and written communication
- Proficient with Microsoft Word, PowerPoint, Excel
Preferred Requirements
- Experience leading support teams
- Healthcare and/or healthcare technology industry experience
- Experience with Salesforce or another CRM
We are currently working from home. Offices are open to those who want to go in with health safety protocols in place. This position will be eligible for a hybrid work schedule, where you will be able to split time between work from home and onsite work at our newly designed office.
