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Director, Client Support

Company: Source Medical
Location: Alpharetta
Posted on: June 8, 2021

Job Description:

Since 1996, Surgical Information Systems ("SIS") has been dedicated to providing surgical care providers with the solutions and services they need to deliver improved operational, financial, and clinical outcomes.

Focused exclusively on perioperative IT, the SIS award-winning product suite[1] is built specifically for the perioperative environment and includes hospital and ASC-focused solutions covering perioperative Electronic Medical Records (EMRs), Anesthesia Information Management Systems (AIMS), ASC business management, and business intelligence and analytics solutions. Services include revenue cycle management to complement SIS's software solutions.

SIS is a 2021 Top Workplaces USA Award winner, chosen based solely on employee feedback gathered through an employee engagement survey issued by Energage.

For more information, visit SISFirst.com.

[1]Black Book Research Rankings - "Top Technology Solutions: Ambulatory Surgical Centers" February 2020, "Top Technology Solutions: Ambulatory Surgical Centers" April 2019, "Top Ambulatory Electronic Health Records Solutions: Ambulatory Surgical Centers" April 2018, "Top Electronic Medical Records/Electronic Health Records Vendors" April 2017, & "Top Ambulatory Electronic Health Records Vendors Comparative Performance Result Set of Top EHR Vendors," May 2016.

SIS, the SIS logo, and Surgical Information Systems are trademarks of Surgical Information Systems, LLC. AmkaiSolutions, AmkaiCharts, AmkaiOffice, and AmkaiAnalytics are trademarks of Amkai LLC. AdvantX, Vision, and SurgiSource are trademarks of SourceMedical Solutions, Inc. Other company and product names may be trademarks of their respective owner.

Direct/Manage/Supervise the technical product support team addressing client support requests, assisting to build our knowledge base, creating and fostering resources for clients to quickly resolve issues that arise with a Cloud solution. Establish departmental KPIs, goals, and implement process improvements regarding quality, productivity, issue resolution, and client loyalty. Build and manage a team to provide an exceptional client experience. Develop and manage process for escalated issue resolution and establish procedures for incident management.

ESSENTIAL DUTIES/ RESPONSIBILITIES:

  • Inspire and motivate the Support team.
  • Identify, interview, and hire exceptional candidates for the company and the Cloud Support team.
  • Provide the team thought leadership, coaching, professional development plans, conduct one on ones, and performance appraisals
  • Create, execute, monitor, report out on professional development plans and team progress
  • Develop and execute a road map for teams to scale across client and partner operations
  • Establish, measure, course correct, and report on Support KPIs.
  • Continual improvement of support processes and procedures to improve quality and the client experience.
  • Use analytic tools to identify support ticketing trends and devise solutions to eliminate root cause
  • Review client satisfaction surveys and adjust approach to provide a better experience for clients.
  • Work cross functionally with client team leaders, product, marketing, sales, finance, and CX based on data analysis and client feedback to drive continuous improvement, reduce client issues, increase product adoption, and superior client experience
  • Facilitate rapid decision making and issue resolution through managed and informed escalations
  • Act as escalation point between client support, product and development to help resolve support issues blocking product adoption
  • Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth
  • Proactively engage with clients to gather direct feedback on their client support experience and opportunities for improvement
  • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time

EDUCATION DESIRED:

Bachelor's degree in Information Systems, Healthcare Administration or a related program is preferred.

SPECIFIC KNOWLEDGE & SKILLS REQUIRED:

  • At least 3 years' experience managing a Support team for a Cloud software solution.
  • 10 years' experience in a client facing role.
  • 3 years' experience with Call Center technology; support ticketing system, call routing scripts, CRM, audio recording, screen recording and quality systems.
  • Previous experience managing and effectively developing a team at scale
  • Ability to identify and analyze issues/problems and take appropriate actions to correct and prevent them.
  • Demonstrates proficiency with product and ability to share product knowledge in support of client needs.
  • Excellent communication skills in both oral and written form, as well as over digital platforms, with internal and external roles at all levels; Subordinates, Peers, Management (Including C-suite) and all levels within client organizations.
  • Healthcare IT experience a plus
  • Top notch client service and interaction
  • Public cloud experience including Google Cloud and Microsoft Azure
  • Experience with software development life cycles, agile, and upgrade/code deployment patterns
  • Experience with scaling organizations for rapid growth
  • Practical business understanding and genuine passion for technology, innovation, and exceeding client's expectations
  • Proactive leader who is independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations
  • High energy, team first attitude and motivated to work in an ever changing environment to help our rapidly growing client base
  • Outstanding organizational skills and interpersonal skills in managing workload and internal/external stake holders
  • Experience developing and communicating new ideas and proposals for client support improvements
  • Demonstrate patience, understanding, and empathy in order to effectively manage conflict and concerns
  • Self starter with passion for client success
  • Must have a minimum of 40Mbps internet download speed to effectively run SIS Systems
  • Goal oriented, accountable, curious, resourceful, and results driven

SUPERVISORY RESPONSIBILITIES:

Yes, Manages a team of Client Support Analysts.

We believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, protected veteran status, and all other protected statuses

Surgical Information Systems is an Equal Opportunity Employer and complies with applicable employment laws. M/F/D/V/SO are encouraged to apply.

At this time we are unable to sponsor H1B candidates

Keywords: Source Medical, Alpharetta , Director, Client Support, Other , Alpharetta, Georgia

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