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Azalea Health · 2 months ago

Director, Client Support

Atlanta, GA, USA, 30328

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Azalea Health is a company focused on enhancing the client support experience in healthcare IT. The Director of Client Support will lead a team to provide exceptional customer support, implement strategic initiatives, and ensure high client satisfaction through effective management and collaboration.

Health CareInformation TechnologySoftware

Responsibilities

Lead and manage a team of support representatives to provide exceptional customer support

Build and scale a world-class client support organization

Define and execute support strategy across all player touchpoints, ensuring consistency and quality

Implement tools, automation, and processes to improve efficiency, scalability, and self-service options

Track and optimize KPIs to drive continuous improvement

Oversee sensitive cases and escalations to ensure the highest level of client satisfaction is achieved

Collaborate closely with product team to deliver solutions and work-arounds that meet our client's needs

Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders

Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies

Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings

Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders

Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service

Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures

Qualification

Customer Support ManagementHealthcare IT ExperienceTechnical Problem SolvingCSM CertificationSalesforce.com ProficiencyService Capability StandardsData AnalysisCoachingTrainingInnovative ThinkingTeam LeadershipAdaptabilityCollaboration

Required

At least 5 years experience managing Customer Support, delivery or technical team in healthcare IT or commensurate experience

Experience managing the resolution of complex technical, data and interoperability issues ensuring escalation procedures are followed to meet service level agreements (SLAs)

Proven experience generating and analyzing reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like Salesforce.com. Present insights to senior leadership

CSM Certification or other industry support certifications

Detailed knowledge of Service Capability & Performance Standards (SCP)