Senior Manager, Customer Support in Peachtree Corners, GA at Prestige Staffing

Date Posted: 7/5/2020

Job Snapshot

Job Description

JobID: 26132

Senior Manager, Customer Support (SaaS)

Skills:  Healthcare Industry, SaaS, Leadership, Call / Contact Center, Customer Response Analytics, Basic SQL, Excellent Communication, Experience Leading Remote Workforce

Pay: Flexible salary based on experience ($80-95K) plus 10% bonus

Location: Peachtree Corners, GA

Our client is a highly successful healthcare SaaS company located in Peachtree Corners, GA.  They are growing their Customer Support team and immediately hiring for a Senior Customer Support Manager with a passion for excellent customer service and experience leading remote Customer Support Representatives as well as other Customer Support Managers.

Responsibilities:

  • 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
  • Manage and execute a schedule to drive routine maintenance and tasks throughout the customer support team
  • Provide monthly measurable data to Director of Customer Support with Key Process Indicators (KPIs) on support processes to drive continual process improvement
  • Take an innovative approach to training and education to keep the role of customer support at its best by using tools such as SQL and Ad hoc reports, FAQ’s and industry information

Minimum 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
  • Exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities
  • Highly organized with the ability to manage and drive change
  • Ability to build and maintain successful teams with varied talent and skill sets, e.g., advisors, analysts, consultants and business relationships, with strong influencing skills
  • HME, Home health or healthcare administrative experience preferred
  • Demonstrated experience in managing process improvements in customer support delivery with measurable positive outcomes
  • Work independently as a support leader providing strategic input to develop and grow the talent of the support staff
  • Experience with training and education to keep the role of customer support at its best by using tools such as SQL and Ad hoc reports, FAQ’s and industry information
  • Experience leading a remote workforce
  • Experience measuring data and Key Process Indicators (KPIs) to drive continual process improvement

Preferred Requirements:

  • Experience with Power BI, Sysense, Brightmetrics, SearchUnify (or equivalent AI driven search tool), Proficient in Salesforce, Workforce Management tool, and Mitel

Benefits:

  • Flexible hours
  • Excellent benefits
  • Low costs health and dental insurance
  • 401K matching
  • Annual bonus
  • Amazing office space!