The Client Support Manager (CSM) will work with Medicity Client Support Engineers to maintain mission-critical support for Clients and to meet service level commitments agreements.  The candidate will possess a proven track record of managing enterprise software support and technical problem resolution. The Client Support Manager will be responsible for defining processes for effectively monitoring client system status (including systems interfaces and message queues), client support responsiveness, and client problem resolution.  CSM will provide NOC personnel with technology guidance and leadership to create exceptional client support as measured by KLAS.  The candidate must be able to diagnose and solve problems brought to the support team by clients, including both technical problems and clinical workflow issues that arise from client use of the Medicity software.   The ideal candidates will have a combination of superior customer-service history, team leadership, technical competence, process engineering, cross-department teamwork, and refined communications skills. Candidate must demonstrate urgency and decisiveness when facing deadlines.
 

Responsibilities:

• Team management —hiring, scheduling, formal training, informal coaching, and performance management, resolving escalations via email and phone


• Processes Definition/Effectiveness—driving ways to increase the quality and effectiveness of Medicity’s customer support through improved policy, process and/or tools


• Analytics—working together with SVP Client Delivery and Support and other managers to performance metrics related to the customer support function


• Messaging—Coordinate technical responses to clients


• Reporting—Report team performance metrics and project status summary to the Executive Committee and report incidents to the team

Minimum Job Requirements:

·        5+ years of technical client support experience

·        3+ years managing a team in an enterprise level 27/7 support environment

·        Ability to understand customer, company, and market drivers and to develop solutions that address customer needs/issues

·        Excellent written, verbal, analytical, presentation, and negotiation skills

·        Polite, professional manner

·        Strong organizational skills with the ability to effectively manage multiple activities simultaneously

·        Work with little direction

·        Proactive work style, creativity, high energy

·        Ability to work effectively on a team

Education:

·        Bachelor's degree in Computer Science, Management Information Systems, or Business Administration