Manager, Customer Support

The Manager, Support Services is responsible to lead and manage a team of support agents working in a 24x7 Support Department. In addition to team management and leadership responsibilities, this role will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references. This role meets with customers to summarize and review case progress for the account.

This job is a hybrid of remote work and reporting to work at the Atlanta office location, as well as occasional travel to various company events.

This role may occasionally come into contact with Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.

• Drive attainment of customer support KPIs, such as response and resolution time, by coaching, developing and managing support staff. 
• Prepare monthly KPI reports using Microsoft Excel based on data from Salesforce.
• Create and maintain team schedule including after-hours on call rotation. Including maintaining the schedule with call center and call rotation management software.
• Monitor case activity, case aging and follow up with customers as necessary
• Conduct annual NPS Survey
• Work with internal technical teams to plan monthly maintenance, send related notifications to customers and perform software release tasks in SaaS software environment.
• Manage notifications to customers regarding widespread application issues or outages.

Responsibilities:

• Bachelor’s Degree or equivalent combination of education and experience
• Prior management experience
• Successful track record of managing remote employees, desired
• Knowledge of healthcare revenue cycle industry specific software applications, strongly desired
• Basic familiarity with relational database concepts and operating system terminology, strongly desired
• Help Desk experience, strongly desired
• Must demonstrate decisive decision-making ability and strong problem solving skills
• Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs
• Excellent oral and written communication skills
• Ability to work in a collaborative and professional environment which emphasizes teamwork
• Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines
• Proficient in Microsoft Office products particularly Excel, Word, and Powerpoint
• Experience with Salesforce, Omnichannel, Pendo, GetFeedback/Survey Monkey

• Ensure clear communication and adherence to divisional processes and procedures.
• Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.
• Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations
• Demonstrate a clear understanding of customer needs and proactively identify issues that have the potential to result in annual customer attrition rates greater than annually forecasted projections
• Keep senior management apprised of critical customer and revenue issues via written and verbal communication
• Assist with revenue management on all product lines which fall under the manager’s direct scope of responsibility.
• Drive achievement of monthly and annual Support revenue targets.
• Demonstrate clear understanding of annual customer maintenance contracts; identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service
• Work closely with Account Management team attending customer calls and planning targeted communications to unhappy customers (via phone and e-mail follow-up).
• Demonstrate clear ability to successfully manage and resolve organizational and employee conflict
• Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of underperforming staff, if necessary
• Other duties as assigned.