Lead and scale a world-class customer support team that sets the standard for customer support within our company and in the industry.
Establish a team identity and culture that centers around a standard of excellence, high performance, respect, diversity, and unity across the team.
Demonstrate extreme ownership combined with constructive collaboration with other internal, cross-functional team members to drive alignment and execution for our customers.
Implement an individual and team development strategy, including coaching, training, mentoring, career development, and performance management.
Improve the operational processes, strategies, measurement, and plans to deliver strong results – for our customers and our company.
Define and own the entire customer support experience, ensuring an exceptional customer experience.
Be a key partner and strategist with our product team to ensure our product strategy is delivered to the current and future needs of our customers.
Assist sales team by providing customer support program overviews to prospective clients.
Represent our customers and our customer support team on the leadership team, including owning all key objectives and results.

Requirements

Bachelor's degree (B.A.) from four-year college or university ; in Computer Science, Business Administration or related technical degree
5+ years’ experience in Customer Support for a SaaS company (or equivalent experience) preferably in Healthcare and/or EHR, or equivalent combination of education and experience
Passion for developing deep customer relationships at all levels built on trust, authenticity, empathy, and results.
Ability to successfully navigate difficult conversations with customers with empathy and proper expectations, balancing interests of both customers and the company.
Proven ability to own accountability and deliver exceptional results for high customer retention.
Strong leadership skills that demonstrate the ability to think strategically, execute tactically, and collaborate effectively with key stakeholders internally and externally.
Excellent ability to inspire, coach, and develop team members to reach their maximum potential.
Ability to engage with customer executives and other key stakeholders.
Ability to thrive at a young company – not afraid to wear many hats, get your hands dirty, create processes, maximize output with limited resources, comfortable with ambiguity, and creative problem solving.
Excellent operations and execution skills – you flat out get things done.
Technical expertise and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap.
Deep understanding of value drivers in SaaS recurring revenue business models.

Benefits

Competitive compensation and benefits packages
Challenging and flexible work environment conducive to collaboration and productivity
Opportunities for growth and continued learning

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SupportSaaSPerformance ManagementCoachingTrainingMentoringOperational ProcessesCustomer ExperienceProduct StrategyHealthcare

Soft Skills

LeadershipCollaborationEmpathyAccountabilityStrategic ThinkingTactical ExecutionInspirationCoachingCreative Problem SolvingCommunication

Certifications

Bachelor's Degree