Purpose

As a Client Experience Support Manager I, you will manage Client support staff members and the work they perform to support our clients. You will drive process and performance improvement to meet or exceed customer expectations. You will focus the team to provide enthusiastic support, which includes 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

Daily, weekly and monthly reporting on organizational performance and productivity

Measuring individual performance

Monitor backlog and customer concerns trends to find root causes and provide solutions to processes and education/communication to all staff to implement changes.

Drive 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 work 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

Demonstrates a foundational understanding of AI technologies and their application in customer support workflows; comfortable leveraging AI tools to enhance team efficiency and customer experience.

Skills

• Demonstrated ability to coach, develop and mentor.

• Positive problem-solving mentality, seeking solutions and process improvements to enhance performance

• Ability to perform detailed analysis, out of the box thinking to identify solutions.

• Demonstrate organizational and communication skills required for all aspects of daily duties

Required Experience & Education

• BA/BS Degree in Technology/Healthcare or equivalent experience

• 3-5 years’ experience in a product support environment

• Demonstrated ability to provide feedback and mentor others.

Preferred Experience & Education

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

• Exposure to the Healthcare or IT industry.

• Formal Presentation skills.

Supervisory Responsibilities

• 5-8 direct reports

Physical Requirements

Work is performed in a typical office setting with minimal exposure to health or safety hazards—prolonged periods of sitting at a desk and working on a computer.

Less than 10% travel may be required to client sites that can pose risks associated with healthcare organizations.

Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours

May be required to follow customer location health and safety requirements.

Benefits

The starting pay range for a candidate selected for this position is generally between $XXX and $XXX for an annual base salary. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience so that the actual starting pay may be above or below this range.

Clinisys Commitment to Equal Opportunity

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

General Guidance

This job description is meant to accurately depict tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing the scope of accountabilities and is subject to change at any time.