About the Team
The Enterprise Support team operates as an agile innovation hub within our broader App & Tech Support organization—focused, high-performing, and committed to excellence. While we share a common mission with all our support partners, this team is uniquely positioned to tackle the most complex challenges and pioneer new standards of customer service. If you’re energized by deep collaboration, complex problem-solving, and pushing the boundaries of what great support can be, this is the team for you. #SupportTrailblazers
How You’ll Make an Impact
As an Enterprise App & Tech Support Specialist, you will be part of a dedicated team supporting some of Strata’s most complex and prestigious healthcare organizations. These clients operate at the highest levels of sophistication and scale—and we strive to meet them with equally high standards of excellence. This role is a hybrid of technical support, optimization consulting, customer success management, and project management. It demands a deeper sense of ownership, technical fluency, strong organizational skills, and a passion for delivering transformative support experiences.
You’ll work directly with enterprise customers post-implementation, guiding them through technical and application challenges, optimization efforts, and evolving needs. You won’t just respond to issues—you’ll anticipate them, solve them, and help continuously refine what great support looks like. You will coordinate technical and operational initiatives, align internal and customer stakeholders, and ensure successful delivery of high-impact projects.
What You'll Do:
- Provide technical assistance and strategic support to enterprise customers following StrataJazz® implementation and optimization projects.
- Lead and manage recurring meeting series with customer administrators, senior leadership, and senior leadership stakeholders to support continued success and relationship-building.
- Own and manage multiple customer initiatives and configuration projects, ensuring timely delivery, clear milestones, and proactive communication.
- Partner directly with customers to drive added value through configuration projects tailored to their evolving business goals.
- Manage communication from initial contact through resolution, ensuring a seamless and professional experience.
- Lead customer facing demonstrations of all new functionality released during Strata’s month software updates.
- Track and document customer issues, conduct initial testing, and collaborate with Product and Development teams to identify root causes, prioritize needs, and advocate for improvements.
- Monitor and manage customer satisfaction, helping to maintain strong, trusted relationships with enterprise customers.
- Work in tandem with Solution Architects during escalations—engaging engineering, dev ops, and other internal teams to accelerate resolution of critical issues.
- Work with Strata’s DBA team to refresh/stand up test database environments
- Collaborate across multiple cross-functional teams to identify the best possible solutions for enterprise customers, balancing business needs, technical constraints, and platform capabilities.
- Discuss current configurations with customers and advise on recommended updates and optimizations.
- Capture and relay customer feedback to internal teams to influence platform enhancements.
- Contribute to our Knowledge Centered Support (KCS) approach by creating and maintaining useful internal and external documentation.
What We’re Looking For:
- 4+ years of application support experience OR relevant experience working with healthcare products in technical support, engineering, or a consulting environment
- Strongly preferred experience with StrataJazz
- Excellent communication skills including customer-facing experience
- A strong interest in providing a world class level of customer service
- An ability to stay calm under intense pressure as customer deadlines are approaching while presenting realistic timelines of functionality of various Strata modules
- Strong knowledge and familiarity with SQL concepts and functionality
- Solid understanding of cases handling technical issue resolution and escalation procedures
- Ability to engage and coordinate multiple teams to identify and raise the importance of critical issues to obtain expedited outcomes
- Ability to collaborate with multiple partners across a diverse organization
- Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
- Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.
- Ability to balance ownership of existing case load while solving newly discovered issues
- Proven experience in managing multiple small projects with multiple priorities
- Ability to learn quickly and adapt to new challenges and change
- Proficient knowledge of Microsoft 365 suite of products including Word, Excel and PowerPoint
- Experience working within a Customer Relationship Management tool, Salesforce experience is a plus
- Maintain your knowledge of new functionality and compliance changes
- Enthusiasm, determination, flexibility, and a commitment to inspire colleagues across the entire organization
Estimated Salary Range: $75,000 - $95,000
Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.
Find out more about Strata benefits here.
How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home.
Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.
Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].
Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.
We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.
Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.
- We connect with positive intent.
- We are helpful.
- We own it.
- We get better every day.
- We are humble.
What the Team is Saying
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What We Do
Here at Strata, we provide financial planning software, data, and insights to drive decisions and performance for organizations spanning the healthcare, higher education, and financial services industries.
Why Work With Us
We are mission driven to solve uniquely challenging financial problems in some of the most vulnerable industries directly affecting our community. We embrace learning, collaboration, and continuous career growth. We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change.
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Strata Decision Technology Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We support remote and hybrid work. Employees near our Chicago HQ typically work in the office two days per week, with flexibility on which days. All employees may visit HQ for company events.
