Customer Success Manager

Position Summary:

Nsight Health, Inc. is a dynamic and innovative company at the forefront of the Remote Patient Monitoring and Chronic Care Management vertical within Value-based Healthcare. We are dedicated to effective and efficient business project/process management to meet our objectives. In this role, you will you will play a pivotal role in shaping our Customer Support Department as we seek to continually improve the quality of support, response times, response effectiveness, and our processes & procedures. In this role, you will be responsible for designing, implementing, and maintaining our support processes and procedures, with the goal of improving overall support team effectiveness. You will work closely with cross-functional teams to review and enhance the team’s ability to provide support to both external and internal customers. Your role is crucial in ensuring the successful operation and proper execution of support to meet business SLAs, meet organizational goals, and ultimately provide value to the clinics and patients we serve.

Supervisory Responsibilities:

• Lead and motivate a team of customer support representatives to achieve and exceed performance targets.
• Provide guidance, coaching, and support to team members, fostering a positive and collaborative work environment.

Primary Function:

• Responsible for designing, implementing, and maintaining our support processes and procedures, with the goal of improving overall support team effectiveness

Essential Functions and Responsibilities: Customer Satisfaction

• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Analyze customer feedback and implement improvements based on insights gathered from customer interactions.

Process Improvement

• Continuously evaluate and optimize customer support processes to increase efficiency and effectiveness.
• Collaborate with cross-functional teams to implement improvements and ensure seamless customer support operations.

Training and Development

• Conduct regular training sessions to ensure that customer support representatives are equipped with the necessary skills and knowledge to provide excellent service.
• Identify areas for skill development and implement training programs accordingly.
• Collaborate with relevant stakeholders to identify opportunities for optimizing processes and workflows to enhance SLA adherence.
• Implement changes and improvements to address challenges and consistently meet or exceed SLA commitments.
• Provide ongoing support and resources to ensure the team is equipped to manage workload effectively within established SLAs.

SLA Adherence

• Develop and maintain a comprehensive understanding of service level agreements (SLAs) related to customer support.
• Implement strategies to ensure the customer support team consistently meets or exceeds SLA benchmarks.
• Establish robust monitoring mechanisms to track SLA performance on a regular basis.
• Generate and analyze reports to identify areas of improvement, potential bottlenecks, and adherence to SLA timelines.

Performance Metrics

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer support team.
• Analyze performance data to identify trends and areas for improvement.

Communication

• Foster open communication channels between the customer support team and other departments within the organization.
• Provide regular updates to senior management on customer support performance and initiatives.

Escalation Management

• Handle escalated customer issues, ensuring timely resolution and maintaining a positive customer experience.
• Collaborate with other departments to address systemic issues contributing to escalations.
• Establish clear escalation procedures for cases that are at risk of breaching SLAs.
• Work closely with team members to address potential issues before they impact SLA commitments, and collaborate on resolution strategies.

Qualifications:

• Bachelor's or Master’s degree in a related field (e.g., business, management) preferred.
• Proven experience (5-10+ years) in customer support or service roles.
• At least 2–3 years in a managerial or supervisory position.
• Familiarity with customer support software and CRM systems (HubSpot Service Hub, Zendesk, etc.)
• Demonstrated experience in successfully managing and improving SLA adherence in a customer support environment.
• Demonstrated ability to manage multiple projects simultaneously.
• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration skills.
• Exceptional leadership and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Ability to work in teams and independently, and lead support team members.
• Ability to analyze data and use insights to drive improvements.
• Familiarity with SLA metrics and the ability to interpret data to drive performance improvements.
• Strong organizational and time-management skills.
• Ability to work collaboratively with cross-functional teams to address SLA-related challenges.

Education & Experience (Required/Preferred):

• Bachelor's or Master’s degree in a related field (e.g., business, management) preferred.
• Proven experience (5-10+ years) in customer support or service roles.
• At least 2–3 years in a managerial or supervisory position.
• Familiarity with customer support software and CRM systems (HubSpot Service Hub, Zendesk, etc.)

Computer Skills:

• Advance

Language & Reasoning Ability:

• Read, write, and interpret documents, instructions, policies, and procedures. Write routine reports and correspondence. Analyze and interpret documents. Respond effectively to inquiries.
• Interpret various instructions and apply common sense understanding to complete instructions furnished in written, oral, or diagram form. Solve practical problems and deal with multiple variables in situations where only limited standardization exists. Apply logical thinking to solve problems.

Physical Demands:

• Typical physical demands of an office environment. Ability to sit, stand, bend, look at a computer screen, answer telephone calls, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Note: This job description is not intended as an all-inclusive list of duties and standards for the position. Colleagues will follow any other instructions and be responsible for adhering to policies, and procedures and performing other related duties as assigned by their management team. Management has the right to change the responsibilities of this position at any time.

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