Inspiren

Director

• Own the vision and strategy for product support — define what best-in-class looks like, including what should be the scaling service levels with our customers, and build a phased roadmap to get there, balancing long-term transformation with near-term service quality
• Lead, develop, and retain a high-performing support team — including internal staff and outsourced partners — hiring and growing support team members who build a resilient, customer-first culture ready for both today's demands and tomorrow's operating model
• Architect the path to AI-augmented support — assess current workflows, tooling, and team capabilities to design a scalable foundation that positions us to layer in AI effectively, then lead implementation and ongoing refinement
• Turn metrics into action — own key metrics such as CSAT, resolution time, and FRT, but go deeper: identify systemic drivers and partner with Product, Engineering, QA, and Clinical Success to address root causes and close.
• Own escalation and issue management — resolve high-impact issues with urgency and ensure patterns surface as actionable input across the organization
• Build and manage the support tech stack — evaluate and evolve the platforms powering the operation today with an eye toward AI-ready infrastructure

Director, Product Support

• Own the operator relationship.
• Drive commercial outcomes.
• Drive expansion.
• Lead with solutions.
• Operate at altitude and in the details.
• Build structure where none exists.
• Mentor and elevate.
• Represent the voice of the customer internally.

Director, Clinical Success

Implementation Specialist

• Develop and implement the project plans to ensure sites are completed on-time, on-cost, with highest customer satisfaction, as well as other key KPIs, partnering with operations, product support, and other key contractors.
• Own the entire project lifecycle, from sales handoff, initial scoping and planning, through implementation, training, to post-implementation support.
• Manage the operational/tactical relationships with key customer stakeholders, acting as the primary point of contact for implementation engagements.
• Partner with Go-to-Market to understand customer needs and ensure solutions are tailored to meet these needs, collaborating with other key functions.
• Drive necessary improvements within the end-to-end implementations process, leverage lean tools such as value-stream mapping, etc.

Director, Product Support

Director, Clinical Success

Implementation Manager