Brightree

Technical Product Manager

• Define and communicate the product vision and strategy, ensuring alignment with market trends, customer needs, and business goals.
• Collaborate with stakeholders, product owners, customers, and development teams to gather requirements and prioritize them based on business value, feasibility, and technical constraints.
• Develop and maintain a product roadmap that outlines the timeline, milestones, and features of the product, ensuring alignment with the overall product strategy.
• Partner with cross-functional teams, including engineering, product design, implementation and support, to ensure effective coordination throughout the product development lifecycle and product launch.
• Conduct market research, landscape and competitor analysis to inform product decisions and identify opportunities for product enhancements.
• Oversee the product launch lifecycle, ensuring products meet user needs and business objectives.
• Monitor and analyze product performance using relevant tools and metrics, making necessary adjustments to drive continuous improvement.
• Work closely with marketing and sales teams to develop strategies for product promotion and user adoption.
• Collect, analyze, and respond to user feedback to refine product features and improve customer satisfaction.
• Ensure product alignment with company goals and strategies, constantly revisiting and refining the product as per evolving market trends and customer feedback.

Product Manager

• Define and evolve the I&G product vision aligned with RCS’s innovation goals and platform strategy
• Own the product roadmap for modular, API-first, AI-powered solutions across care settings
• Prioritize high-impact opportunities based on business vertical customer needs, technical feasibility, and commercial viability
• Partner with business vertical PMs to ensure alignment and commitment to integrate capabilities into high-value features
• Lead roadmap planning for AI/ML initiatives, prioritizing based on value, complexity, and model maturity
• Champion lean experimentation—drive rapid MVP development, testing, and iteration
• Ensure platform-oriented design by promoting reusable components and modular architecture
• Translate customer/BV insights into scalable product capabilities and platform features
• Establish product success metrics and use data and outcomes to inform strategy and guide future AI/ML investments
• Communicate product strategy and progress to executive stakeholders and cross-functional teams
• Foster a culture of innovation by modeling fast, iterative, customer-first product development
• Mentor TPMs and contribute to team rituals that reinforce agility, creativity, and impact
• Partner with Legal, Compliance, and Security teams to ensure product readiness and risk mitigation
• Collaborate with Marketing and Sales to support go-to-market planning and product positioning
• Manage product lifecycle from ideation through sunset, ensuring continuous value delivery

Senior Product Manager – Incubation, Growth

Customer Support

• Manages all email communication and Salesforce cases created by customer and RCM Operations teams regarding assigned customer base.
• Uses Knowledge and Understanding to send cases to the appropriate RCM teams for resolution
• Reviews Trending of Cases for areas of improvement
• Keeps Customer Success Manager Apprised of Escalated issues received in cases from RCM Operations teams and Customers.
• Assist Customers and RCM Operations with End of Month Processes to ensure timely closure of customer GL Periods
• Collaborates with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues.
• Collaborates with all departments on any process gaps and initiates discussions for resolution.

RCM Support Representative

Director

• Define and execute the vision and strategic direction for the Professional Services Consulting team
• Lead transformational initiatives that enhance team performance, customer satisfaction, and business outcomes
• Manage and mentor a team of consultants and trainers focused on onboarding and implementing HME Core and add-on modules
• Act as Executive Sponsor for key client projects, ensuring alignment with customer goals and expectations
• Partner with Sales, Product Management, Development, and Customer Support to drive seamless customer experiences
• Develop innovative consulting packages that enhance product adoption and customer value
• Establish and monitor key performance indicators (KPIs), OKRs, and service delivery standards
• Drive operational efficiencies and ensure alignment with revenue and profitability objectives

Director, Professional Services

• Deliver exceptional service by identifying customer issues and providing timely, consultative solutions
• Be the first line of support for users of Brightree Business Management Software for Pharmacy solutions
• Help resolve both technical and non-technical inquiries while maintaining high levels of customer satisfaction
• Respond to customer inquiries about Brightree Business Management Software for Pharmacy software and business management solutions with professionalism and efficiency
• Diagnose and resolve a wide range of issues—both basic and complex—via phone and electronic communication, including system setup, product functionality, and software defects
• Troubleshoot challenging issues, applying creative problem-solving and technical knowledge
• Document new issues, frequently asked questions (FAQs), and resolutions to enhance the knowledge base
• Identify and escalate critical issues, ensuring proactive communication and timely fixes
• Accurately track and log all support requests, maintaining detailed records of customer interactions and resolutions
• Collaborate with customers to ensure solutions align with their operational needs
• Stay current on product updates, design changes, and new offerings
• Adhere to all federal and state laws, rules and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies

Customer Support Representative, Pharmacy

• Management of case queues, including, but not limited to, timely handling, escalation, and resolution.
• Coordination with Senior Managers and cross-functional teams to ensure successful handling of escalated issues.
• Coordination with vendors and cross-functional teams to resolve issues and escalations.
• Adherence to quality standards and best practices.
• Identification and resolution of customer interaction issues.
• Execution of processes and internal and external communications for release-related items.
• Creation and maintenance of product support documentation (troubleshooting, technical how-to’s, etc.)
• Provide feedback and suggestions to improve the support processes, tools, and resources.
• Identify and escalate any issues or gaps in the escalation process.
• Positively contribute to the team culture with a continuous improvement mindset.
• Advocate for the customer.
• Be an ally of the support representatives, a partner committed to supporting them and helping them succeed.
• Strong understanding of the complex tasks within the support representative job function.
• Maintain a thorough knowledge of all company policies, especially those that affect customer application support metrics or performance standards.

Senior Customer Support Specialist – Quality

The Customer Support Specialist is responsible for identifying the customer issue and providing a solution to resolve the case. The Specialist's primary objective is to provide consultative responses to the many types of technical and non-technical questions raised by our customers and maintain a high level of customer satisfaction. The shift for this role is 11am - 8pm EST Monday - Friday. Key accountabilities and decision ownership: Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner. Diagnose and resolve customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality. Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions. Track and document inbound support requests and ensure proper notation of customer problems and issues. Work closely with customers to ensure we are providing solutions that meet their needs. Stay abreast of current technology in products and new product offerings. Identify release issues. Work with senior CSSs/mentors to escalate cases as needed. Ensure all cases are documented according to standard operating procedures.