SmarterDx

Support Engineer

• Own the daily rhythm of Client Support — queue health monitoring and daily team standups
• Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance
• Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues
• Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates
• Handle Zendesk administration and monitor omnichannel routing functionality
• Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions
• Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations
• Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations
• Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack
• Contribute to weekly Client Support updates — surfacing trends, recurring quality themes, team recognition, and recommended refresher topics — for the Manager's review and delivery
• Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning
• Back up the Client Support Manager in complex, layered conversations — internally and with clients — bringing the appropriate context and detail those discussions require.

Lead Support Analyst, Customer Success Operations

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations
• Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step
• Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior
• Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience
• Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved
• Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions
• Maintain ownership of tickets from initial intake through final client confirmation and resolution
• Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk
• Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate
• Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality
• Contribute to the continuous refinement of support processes and operational standards
• Lead complex client conversations through email, Zoom, Slack, and phone
• Translate technical concepts into language appropriate for clinical and operational audiences
• Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations
• Communicate investigation findings clearly across technical and non-technical teams
• Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team
• Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction and serving as an escalation resource
• Review complex client communications and provide constructive feedback, proactively and when appropriate
• Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps
• Contribute to onboarding, documentation, training materials, and process improvements.

Senior Support Analyst, Customer Success Operations

Solutions Engineer

• Drive the efficiency of integration support function
• Collaborate with Client IT teams and internal stakeholders
• Improve integration methods and procedures
• Support and improve technical support workflows

Integration Support Engineer

Associate

• Serve as the central point of contact for Go-To-Market teams
• Support deal governance by coordinating review of complex deals
• Build and maintain pricing and deal models
• Coordinate and support end-to-end RFP responses
• Oversee contract generation for agreements
• Partner closely with Legal to manage the contract lifecycle

Deal Desk Associate

• Serve as the central point of contact for Go-To-Market teams on customer contract types, non-standard pricing requests, product configurations, and RFP responses, helping reduce deal cycle time and execution risk.
• Support deal governance by coordinating review of complex or non-standard deals across Sales, Finance, Legal, and Commercial Strategy.
• Build and maintain pricing and deal models to support new business, renewals, upsells, and strategic opportunities.
• Maintain pricing rules, product catalogs, discount matrices, and approval workflows within the CRM (e.g., Salesforce) and related CPQ tools.
• Coordinate and support end-to-end RFP responses, including requirements analysis, data collection, pricing inputs, and submission readiness.
• Partner with Sales, Product, Legal, and Finance to ensure responses are accurate, compliant, and differentiated.
• Maintain RFP content libraries, standard pricing assumptions, and reusable response artifacts to improve speed and consistency over time.
• Oversee contract generation for net-new and existing customer upsell agreements, ensuring accurate reflection of approved commercial terms.
• Partner closely with Legal to manage the contract lifecycle within the CLM system (e.g., Ironclad), including version control, approvals, and repository hygiene.
• Take first pass review of redlines on behalf of commercial and legal teams.
• Facilitate contract execution through the CLM platform, track signature status, and ensure fully executed agreements are distributed to internal and external stakeholders.
• Maintain a clean, searchable archive of executed contracts, approvals, and supporting documentation to support audit readiness and compliance requirements.

Product Manager

• Own and drive the product vision and roadmap for the SmarterDenials teams - Appeal Writer, Management, and expansions — prioritizing initiatives that drive measurable clinical and commercial outcomes.
• Hire, coach, and develop a team of Product Managers, raising the bar on craft, customer empathy, and execution across the group.
• Deeply understand the SmarterDx user and buyer market, including payer behavior, denial patterns, and RCM workflows.
• Engage customers to gather feedback, identify friction points, and surface opportunities for high-impact product improvements.
• Define, track, and report on key success metrics to measure product performance, adoption, and business impact.
• Support PMs leading a cross-functional team of engineers, data scientists, and designers through the full product development lifecycle.

Group Product Manager

Content Manager

• Create high-performing content: Conceive, research, write, and edit content that moves healthcare buyers through the funnel, including white papers, case studies, blog posts, email campaigns, landing pages, sales collateral, campaign assets, and more.
• Write for the people who run hospital revenue: Create sharp, credible content for revenue cycle leaders, CFOs, CDI leaders, HIM/coding leaders, and clinical executives, with a strong understanding of what they care about and what makes them act.
• Make complex ideas impossible to ignore: Turn healthcare RCM, CDI, AI, and clinical workflow topics into content that is clear, compelling, and actually worth reading.
• Bring a “what if we…” mindset: Take a creative, consumer-oriented approach to B2B healthcare content, pushing beyond safe, generic assets to create work that earns attention.
• Own the company social calendar: Ideate, write, and manage LinkedIn content that builds brand awareness and establishes SmarterDx as a bold, credible voice in AI, revenue cycle, CDI, and revenue integrity.
• Develop presentations with a point of view: Build industry event presentations, abstracts, session descriptions, and talk tracks that help senior executives and SMEs show up as true thought leaders.
• Turn SME insight into market-facing stories: Partner with product, sales, customer success, clinical, marketing, and leadership teams to uncover insights, sharpen messages, and translate expertise into strong content.
• Support demand generation: Collaborate with the head of content and demand generation manager on promotion plans, sponsored content placements, landing pages, nurture emails, direct mail concepts, and campaign follow-up assets.
• Optimize for discoverability and performance: Apply SEO/AEO best practices where relevant, understand how content performs, and use data from tools like GA4, CMS platforms, sales feedback, and campaign results to improve future work.
• Stay close to the market: Track healthcare technology, AI, revenue cycle management, CDI, denials, DRGs, payer pressure, hospital finance, and competitive trends so our content is timely, specific, and useful.

SmarterDx

Lead Support Analyst, Customer Success Operations

Senior Support Analyst, Customer Success Operations

Integration Support Engineer

Deal Desk Associate

Deal Desk Associate

Group Product Manager

Content Marketing Manager

Content Marketing Manager