Director, Customer Support - Citus Health

Brightree
Peachtree Corners… / Remote
30+ days ago
Brightree
Brightree
brightree.com

Job Description

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

We are seeking a customer-oriented leader coupled with knowledge of the Post-acute care space to take ownership of the customer support business. The primary objective of the customer support team is to provide exceptional response to the many types of technical and non-technical questions raised by our customers as well as ensuring software builds and releases adheres industry leading processes. The Director maintains a high level of customer satisfaction by building the right support team, training and encouraging the team to perform at a high level, and maximizing efficiency and effectiveness through the use of data, analysis, and reporting. Ultimately this role is responsible for creating and maintaining a best-in-class customer experience through driving continuous improvement, effective leadership of the team, and defining/meeting key metrics of success. The Director helps identify at-risk accounts and manages those accounts to resolution with the assistance of other leaders within our organization. The Director must be able to communicate effectively with customers while also being comfortable with heavy data analysis responsibilities. The right candidate has a mix of support and technical competencies and is experienced with building winning teams. The person in this role must be equally confident discussing business matters with executive management as well as front line employees, and the individual in this position will be actively engaged in exchanges with management and customers. The Director of Customer Support must be a team player with a positive attitude, strong interpersonal skills, multi-tasking ability, strong professional verbal and written communication skills, understanding of analysis and the ability to drive change. Extensive understanding on how software businesses are organized and how customer support success is measured is critical to candidate success in this role.

Let’s talk about Responsibilities

  • Drive a passion for the customer and the importance of the role this team plays in the overall success of Brightree

  • Lead the support team managers and team leads geographically distributed in different time zones to establish, implement, and measure service standards, ensuring quality and consistency

  • Responsible for overall service levels for case management, online community management and release readiness, taking swift corrective action where service levels are below standard

  • Responsible for leading and managing all aspects of recruiting, staffing, on-boarding, managing personnel, ensuring appropriate staffing levels, knowledge, and tools exist to meet service level agreements and deliver first call resolution

  • Responsible for bringing up the pulse of the Customers to engineering and Customer Success team based on the tickets coming into support

  • A trusted partner with his/her peers across the organization to resolve all quality issues quickly and effectively, ensuring accurate and timely support to customers

  • Work closely with customers to ensure we are providing solutions that meet their needs through customer sponsorship, site visits, surveys and Brightree online community feedback, including occasional travel to customer site

  • Leverage data, analytics, metrics and insights to drive and refine performance on a real-time basis

  • Working experience with ZenDesk and Jira Tools

  • Ensure top producing teams effectively manage call volume and processing activities to deliver on defined service metrics

  • Stay informed of industry trends and developments; provide leadership to educate internal and external partners on emerging trends that may impact the success of our business as well as our customers business

  • Develop and communicate strategic goals, driving continuous improvement for the function

  • Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals

  • Lead and inspire the organization in human resource management activities including maintenance of proper staffing levels, staffing resources optimization, attainment of individual and team goals, overall alignment with performance management requirements, goals and rewards systems, employee relations, mentoring, and talent/career development

  • Manage escalated issues and provide direction

  • Occasional Travel .


Let’s talk about Qualifications and Experience

Required:

  • Bachelor’s degree in computer science, business, healthcare, technology, or a relevant field
  • Post-acute care industry: Home infusion, specialty pharmacy, home health or healthcare administrative experience required
  • Minimum of 10 years healthcare technology leadership
  • Minimum of 8 years managing customer support teams in a software environment
  • Experience managing operational processing
  • Experienced in driving and managing change within a client service organization
  • Advanced proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
  • Must have excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner
  • Superior knowledge of operation functions, systems, policies and procedures for customer support
  • Possess a passion for customer service, exceeding goals, and leading change management
  • Ability to build and maintain successful teams with varied talent, e.g., advisors, analysts, consultants, executives, professionals and business relationships, with strong influencing skills
  • Equivalent combination of education and experience will be considered

Preferred:

  • Must be a natural leader, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand with the understanding of the big picture
  • Proven and extensive experience in a customer facing role leading the delivery of consulting services
  • Must have experience leading managers who are, in turn, responsible for leading teams
  • Background of having large company experience, preferably a high-growth company
  • Demonstrated ability to identify, implement and own strategies to drive operational efficiency and effectiveness to ensure achievement a positive customer experience
  • Inspirational leader with the ability to build/maintain cohesive teams with a strong focus on customer satisfaction
  • Having a bias for action and asking why
  • Unique ability to lead strategy discussions and also focus the team on key success metrics
  • Laser like focus on developing a team to deliver a low effort customer experience
  • Extremely collaborative and has ability to gain trust across internal and external functional leaders
  • Foresight to anticipate approaching growing pains and wisdom to build your own vision for what this role should evolve into as Brightree experiences growth
  • Ability to communicate complex technical concepts in a simple yet comprehensive way to non-technical and technical professionals alike

#LI-RD1

#LI-Remote

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!

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