Apply on Employer Site

Policy Reporter by Valeris · 3 days ago

Customer Support Manager

United States

Contract

Remote

Mid Level

$55K/yr - $60K/yr

Policy Reporter by Valeris offers a suite of insights products and consulting services to enhance market access strategies and patient support initiatives. As a Customer Support Manager, you will maintain positive relationships with clients, resolve issues efficiently, and ensure high-quality support services are delivered.

Health CareInformation Technology

Responsibilities

Field a high volume of customer inquiries by phone and email

Follow Salesforce SOPs and adhere to strict deadlines to meet the team’s KPIs

Host regular webinar training sessions to onboard new client teams and individuals

Work closely with other customer-facing teams, notably Sales and Customer Success

Work closely with internal teams to resolve client queries and streamline existing processes

Review Contracts/SOWs to ensure client accounts are configured correctly

Identify bugs and make recommendations for product enhancement based on client feedback

Identify upsell opportunities

Engage in additional support-related activities as required, e.g. UAT, data hygiene projects

Qualification

Customer-facing experienceWebinar hostingSoftware/SAAS experienceTechnical proficiencyEnglish language skillsOrganizational skillsSalesforce experiencePharmaceutical industry knowledgeUS healthcare system understandingLearn quickly

Required

Previous experience in a customer-facing role

Comfortable hosting large groups of experienced professionals on 1-hour webinar calls

Previous experience in the software/SAAS industry

Excellent organizational skills and meticulous attention to detail

Ability to manage a high volume of work and adhere to strict deadlines

Technical proficiency with Windows and MS Office suite

Comfortable working remotely and taking initiative to find one's own answers to questions

Expert English language skills (written and verbal)

Resiliency and ability to accommodate change

Preferred

Experience in the pharmaceutical, diagnostic or medical device industries

Understanding of the US healthcare system

Experience with Salesforce

Ability to quickly learn new things a major asset

Benefits

Robust benefits package including extended health benefits, paid-time off, Paid Parental leave, employer-matching retirement savings, etc. and company paid Employee Assistance Program

Excellent opportunities for personal and career development

Collaborative and supportive company culture