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Inovalon · 4 hours ago

Director, Application Support

Atlanta, GA

Full-time

Hybrid

Director/Executive

$132K/yr - $160K/yr

12+ years exp

Inovalon is a technology company focused on transforming the healthcare ecosystem through data-driven solutions. The Director, Application Support will manage the customer-facing support organization, ensuring high standards of customer satisfaction and effective troubleshooting of technical problems.

AnalyticsHealth CareInformation Technology

No H1B

Responsibilities

Work with leadership to develop strategies to improve and maintain a high standard of customer satisfaction

Implement and support a service model and standards across the team to continuously improve our Customers Total Customer Experience

Create, measure and exceed service standards and key performance metrics for customer and partner interactions

Oversee a team of support personnel including setting clear objectives, evaluating progress, and instilling a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues; implements procedures and metrics pertinent to the effective and efficient operation

Develops and refines standard operating procedures for ticket management, monitoring, alerting, and incident management processes

Identifies and develops key performance standards and metrics to drive desired culture and work to ensure their achievement. Analyzes, evaluates, monitors, and reports department operating performance data to include communicating analyzed results to senior management

Serves as point of escalation for customers to resolve highly complex problems; collaborates with cross functional teams to resolve escalated customer complaints

Stays abreast of new product developments and tactical direction to the business regarding technical support challenges; provides documentation and specific product suggestions influencing product direction

Manages operational and communication impacts of planned changes, outages, and technology emergencies

Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base

Partner with Inovalon’s cross functional teams to provide customer feedback, streamline processes and improve customer outcomes

Engage directly with our customers to garner feedback and ensure quality of service

Implement systems and processes designed to enable scale and support excellence

Build upon Inovalon’s Support career framework to enhance the team’s focus on personnel development

Maintains knowledge of technology and industry trends and processes and disseminates information to the Customer Support team

Maintain compliance with Inovalon’s policies, procedures and mission statement

Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and

Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company

Qualification

Customer support leadershipSaaS experienceHealthcare IT experienceStrategic project executionCreative problem-solvingCross-functional collaborationOperational analysisInnovation programsCommunication skillsTeam management