Client Support Manager

4 weeks ago


Shelton, United States SAI Systems Intl., Inc. Full time

JOB DESCRIPTION


Job Title: Client Support Manager

Date: May 2024

Status: Exempt

Department: Digital Health

Supervisor: Michael Healey

Number of Subordinates: 2-4

Pay: $60,000 - $70,000 annually

Job Summary:

This individual will lead our client support team. This role involves managing client interactions, resolving technical and usage issues, and ensuring a high level of customer satisfaction. This individual will have a strong background in software support (SAAS and helpdesk), an understanding of the healthcare industry, and excellent leadership skills.

Job Responsibilities:

  • Lead and manage a team of client support specialists to provide exceptional support to healthcare providers and administrators using our software.
  • Develop and implement client service protocols to ensure effective problem resolution and customer satisfaction.
  • Train team members on healthcare-specific regulations and compliance requirements relevant to our software products.
  • Collaborate with the development team to relay client feedback and help tailor solutions to meet healthcare industry needs.
  • Monitor performance metrics and conduct regular reviews to improve service quality.
  • Manage client escalations and ensure all support inquiries are resolved in a timely and professional manner.
  • Foster a culture of continuous improvement by implementing feedback loops with clients and adapting support strategies accordingly.
  • Ensure compliance with HIPAA and other healthcare industry standards in all client interactions.

Education Necessary for Position:

  • Bachelor s degree in information technology, Healthcare Administration, or related field.

Experience & Skills Necessary for Position:

  • Minimum of 5 years experience in client support or customer service, with at least 2 years in a managerial role.
  • Strong understanding of software support systems and troubleshooting techniques.
  • Prior experience in the healthcare industry, with a good grasp of healthcare workflows and compliance regulations.
  • Excellent communication and interpersonal skills.
  • Proven ability to lead and motivate a team.
  • Strong problem-solving skills and attention to detail.
  • Experience with CRM software and support ticketing systems.
  • EHR and Clinical Implementation experience is preferred

Work Environment:

  • This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Notice will be provided if travel is required.

Organizational Relationships:

  • Develop and maintain positive internal and external organizational relationships that would contribute to the success and growth of the company.


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