Senior Manager of Technical Support

3 weeks ago


Bloomington, United States Procurement Partners Full time
Description

About Us:

Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, and invoicing. We help thousands of facilities, and their staff reduce expenses and time spent procuring items, allowing them to increase the time available where it matters most caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, making us the fastest-growing procure-to-pay software company in healthcare.

We are backed by a growth-oriented investment firm that is scaling up rapidly, and we want you to join our organization If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you

About the Role: We are seeking an experienced Sr. Manager of Technical Support to lead our SaaS-based customer support team. This pivotal role will be instrumental in ensuring our customers receive unparalleled support and in driving continuous improvements in customer satisfaction. This role will report to the VP of Customer Experience.

Responsibilities

  • Lead and scale a high-performing customer support team, providing guidance, coaching, and mentorship to ensure exceptional service delivery.
  • Maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team.
  • Partner with the VP of Customer Experience to develop and implement a comprehensive customer support strategy aligned with the company's overall business objectives.
  • Collaborate with peers to execute the long-term vision for customer satisfaction.
  • Implement initiatives to capture customer feedback, identify trends, and translate insights into actionable strategies.
  • Collaborate cross-functionally with Product and Technology teams to advocate for customer needs and contribute to product development roadmaps.
  • Drive continuous improvement initiatives within the support organization, leveraging data and feedback to enhance customer experience and streamline support processes.
  • Implement innovative solutions and technologies to optimize support operations.
  • Build and nurture customer relationships, serving as a key point of contact for escalated issues and critical customer concerns.

Requirements

What You’ll Bring:

  • Minimum 6 years of experience in customer-facing roles, with at least 3 years in a leadership position.
  • Proven experience in a fast-paced, B2B SaaS environment.
  • Has managed a call center of 10+ agents with KPI’s and recommended improvements
  • Excellent problem-solving and strategic planning abilities.
  • Strong leadership and team management skills.
  • Outstanding verbal and written communication skills.
  • Prior experience in managing offshore teams is a plus.
  • Familiarity with customer service software (Salesforce, Zendesk, Jira, Service cloud).


  • Bloomington, Illinois, United States Fusion Innovation Full time

    Fusion Innovation is seeking a skilled technical professional to support the maintenance and advancement of our technology-focused Communities of Interest (COI's). The ideal candidate will possess a strong background in planning, implementing, and tracking team initiatives and deliverables, as well as excellent interpersonal skills and executive presence.Key...


  • Bloomington, Illinois, United States Appian Corporation Full time

    We are seeking a Senior Technical Solutions Architect to join our team at Appian Corporation. This is a unique opportunity to work with a leading software company that automates business processes.Job SummaryThe ideal candidate will have 5+ years of experience in Java development, particularly in the context of Appian plugins, and a strong background in...


  • Bloomington, Illinois, United States Sunrise Senior Living Full time

    About Sunrise Senior Living">At Sunrise Senior Living, we are passionate about championing quality of life for all seniors. With over 30 years of experience in senior care, we deliver high-quality care with a personal touch and encourage our residents to enjoy life to the fullest.">Career Opportunity">We are seeking an experienced Senior Care Manager Leader...


  • Bloomington, Indiana, United States Senior Helpers Full time

    Work-Life BalanceWe understand the importance of maintaining a healthy work-life balance. As a Senior Helpers Caregiver, you can expect:A flexible schedule to accommodate your needs and preferencesOpportunities for professional growth and developmentA supportive team environment that promotes collaboration and open communicationA comprehensive benefits...


  • Bloomington, Illinois, United States Leidos Full time

    Leidos Seeks Senior Communications Specialist – Technical WriterWe are seeking a highly skilled Senior Communications Specialist – Technical Writer to join our team at Leidos. This critical role will support an Intelligence Community (IC) program, requiring expertise in communication and technical writing.Key Responsibilities:Technical Editing: Lead the...


  • Bloomington, Indiana, United States Cook Medical Full time

    About the Role">We are seeking a highly skilled Senior Solution Architect to lead our AI initiatives, driving the technical design and oversight of solutions to ensure alignment with enterprise architectural practices. This position will work closely with various teams to deliver high-quality, well-designed solutions that meet the client's needs.This role...


  • Bloomington, Illinois, United States Sunrise Senior Living Full time

    About the RoleAs a Senior Care Manager Lead at Sunrise Senior Living, you will play a vital role in ensuring that our residents receive the highest level of care and support. This is a leadership position that requires strong communication and organizational skills, as well as a passion for delivering exceptional resident care.ResponsibilitiesLead by...


  • Bloomington, United States Onto Innovation Full time

    Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; metal interconnect composition; factory analytics; and lithography for...


  • Bloomington, Illinois, United States Sunrise Senior Living Full time

    Sunrise Senior Living, a leading provider of senior care, is seeking an experienced and compassionate Senior Care Manager Lead to join our team. This is a dynamic role that requires strong leadership skills, a passion for delivering high-quality care, and the ability to work collaboratively with colleagues to achieve exceptional outcomes.

  • Technical Supporter

    2 days ago


    bloomington, United States Chestnut Health Systems Full time

    Join Chestnut as an IT Support Technician and play a crucial role in ensuring our technology runs smoothly. In this role, you'll configure and deploy hardware, troubleshoot IT issues, and provide user support to empower staff across the organization. Working independently and collaboratively on infrastructure projects, you’ll contribute to the company’s...

  • Lead Care Manager

    2 weeks ago


    Bloomington, Illinois, United States Sunrise Senior Living Full time

    At Sunrise Senior Living, we strive to create a care-focused environment that fosters growth and development for our team members. As a Lead Care Manager, you will play a vital role in ensuring the quality of care provided to our residents, while also developing your leadership skills.The estimated salary for this position is $43,500-$53,000 per year,...


  • Bloomington, Indiana, United States Rumpke Full time

    Job Summary:">We are seeking a skilled Site Engineer to provide technical support for our facilities. This role requires strong knowledge of compliance issues, technical consultants, and regulatory agencies.Responsibilities:Develop a working knowledge of site features, permits, and regulatory agencies.Track facility capacity and report to site...


  • Bloomington, Illinois, United States Appian Corporation Full time

    Welcome to Appian Corporation, a leading software company that automates business processes. We are seeking an experienced Appian Senior Technical Consultant to join our team of innovative professionals.The ideal candidate will have a strong technical background and demonstrated knowledge of the Appian platform. As a key member of our team, you will be...

  • Senior IT Manager

    2 weeks ago


    Bloomington, Illinois, United States ZAR IT Solutions Full time

    About the RoleThis Senior Technical Project Manager position at ZAR IT Solutions involves overseeing the delivery of complex projects from start to finish. The ideal candidate will have a strong technical background and experience managing cross-functional teams.ResponsibilitiesLead multiple technology projects simultaneously, ensuring timely delivery and...


  • Bloomington, Indiana, United States Young Men's Christian Association of Monroe County, Inc. Full time

    Job Description: Senior Executive Support SpecialistWe are seeking a highly skilled and experienced Senior Executive Support Specialist to provide senior-level administrative support to our CEO. As a key member of our team, you will be responsible for providing high-level administrative support, managing appointments, arranging travel, handling complex...


  • Bloomington, Illinois, United States AEVEX Aerospace Full time

    Job DescriptionAHV Systems' Senior Payload Program Manager will oversee the management of various technical programs, including the development of system requirements and associated support documentation.This role requires a strong understanding of airborne ISR collection platforms, as well as excellent organizational and communication skills.The successful...


  • Bloomington, Illinois, United States QinetiQ Full time

    About the Role">We are seeking a highly skilled Senior Engineering Manager to lead our team in the development and integration of advanced airborne systems. As a key member of our engineering team, you will be responsible for planning, organizing, and executing complex projects involving diverse groups and personnel.">Key Responsibilities">Project...


  • Bloomington, Illinois, United States MHC GROUP LLC Full time

    Job ResponsibilitiesWe are looking for a highly skilled Business IT Consultant to join our team at BoltMSP. The ideal candidate will have expertise in managed services operations, IT infrastructure, applications, and services.This role requires strong communication skills, a passion for sales, and the ability to represent our service portfolio and create...


  • Bloomington, United States Primoris Services Corporation Full time

    We are seeking a highly skilled Senior Automotive Repair Manager to lead our shop team at Primoris Services Corporation. The successful candidate will have a strong technical background and excellent leadership skills.Job DescriptionThis is a challenging role that requires the ability to work independently with minimal supervision, as well as collaboratively...

  • Senior Technical Lead

    2 weeks ago


    Bloomington, Illinois, United States Appian Corporation Full time

    About the RoleWe are seeking a highly skilled Senior Technical Lead - Appian Developer to join our team at Appian Corporation. This is a full-time position that offers an estimated annual salary of $170,000-$200,000 based on location and experience.