Sr. Manager, Customer Support

    • Suwanee, GA

RESPONSIBILITIES:
Kforce has a client that is seeking a Sr. Manager, Customer Support in Lawrenceville, Georgia (GA). Summary: The Sr. Manager, Customer Support is accountable for planning, organizing, managing and delivering quality customer support and drive change in the organization with a continuous improvement mindset. The manager in this role is tasked with developing the front-line team that delivers a top tier customer experience through support and maintenance of applications with the clients products. Responsibilities:

  • Manage and define the support functions at the clients goal of setting the expectations of the support and serve as a compass for the Support team
  • Provide people leadership to the customer support team, including hiring, training and developing top talent; will need to manage a remote team successfully
  • Metrics managing and tracking for issue resolutions and suggestions of product enhancements and hold the team accountable to metrics
  • Give direction to team members for better defined process improvements, methodology and support initiatives based on experience, knowledge and technical skills regarding customer support
  • Work closely with customers to ensure we are providing solutions that meet their needs through customer sponsorship, site visits, surveys
  • Manage and execute a schedule to drive routine maintenance and tasks throughout the customer support team
  • Conduct weekly meetings with selected vendors to review open action items.
  • Participate in regularly scheduled meetings with product development and product management to ensure collaboration and communication between HME Support team members and other areas of the organization
  • Managing the on-boarding by establishing policies and processes for initial and continued education for the customer support resources


REQUIREMENTS:
  • Minimum of 4 years leading teams in an application support, SaaS customer support, or call center environment with people development responsibilities
  • Bachelor's degree in finance, business, healthcare, technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered
  • Must be able to retrieve, document, interpret and analyze data to derive key insights, trends, and process improvement recommendations
  • Must have a minimum of 5 years of managerial experience
  • Must be able to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision
Preferred:
  • Experience with Power BI, Sysense, Brightmetrics, SearchUnify (or equivalent AI driven search tool), Proficient in Salesforce, Workforce Management tool, and MitelMinimum of 5 years leading teams in an application support, SaaS customer support, or call center environment with people development responsibilities
Technical / professional qualifications:
  • Minimum of 4 years healthcare technology application support experience (SaaS strongly preferred)
Qualified candidates must be presently authorized to work in the United States on a full-time basis. This company does not sponsor or transfer H1-visa individuals. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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