Team Lead, Strategic Solutions

ABOUT THIS POSITION

The Strategic Solutions Team Lead helps guide our team members to become more efficient and successful while supporting our most strategic clients and partners. The primary responsibility of the Strategic Client Solutions Team Lead is to lead a team of individuals focused on providing exceptional support to our most strategic clients and partners by handling incoming inquiries via phone, email, and our web portal. Proactive problem identification, communication and leadership skills are essential in providing superior guidance to our team members. The Strategic Client Solutions Team Lead plays a critical role in the overall satisfaction of our clients and partners by providing daily assistance to our team members to ensure they can support our strategic clients and partners directly

WHAT YOU'LL DO

• * Proactively monitors Analyst case handling for timeliness and accuracy in efforts to maintain outstanding case cycle times and high client satisfaction scores
• Provides continuous support and assistance to dedicated team of Analysts on the Strategic Client Solutions team
• Leads by example for dedicated team of Analysts
• Routinely reports on and evaluates dedicated teams’ statistical performance and adherence to maintaining Service Level Agreements for strategic clients and partners
• Routinely responds to and assists dedicated team of Analysts in a timely manner with questions and training needs through numerous outlets (Salesforce Tasks, Emails, Slack Messages)
• Takes ownership of the team’s cases and understands they reflect Waystar’s brand and reputation
• Assists team members with escalated issues that require internal or external management attention
• Addresses escalations related to client dissatisfaction with the resolution of departmental cases as needed; identifies root cause(s) of dissatisfaction; implements corrective action(s) to prevent re-occurrence of incident creating dissatisfaction
• Works through product or client specific initiatives including implementation and support teams to successfully launch the respective initiative and meet company and client goals and expectations
• Serves as a liaison representing Client Success on special projects and workflow for process improvements
• Routinely meets in-person with dedicated Analysts to coach them to be efficient and successful
• Possesses a breadth of overall knowledge on all strategic clients and partners, and can articulate overall health of client and partner from a support standpoint
• Possesses comprehensive understanding of the Waystar product line; this is critical for triaging cases to technology departments, identifying defects, sharing knowledge with team members, etc.
• Willingness to be available whenever assistance is needed, which may require additional time before or after the normal business hours for the Strategic Client Solutions team
• Often assists Manager with training and coaching of the team in functional aspects of Waystar i.e. processes/workflow, SalesForce, etiquette, professionalism, roles and responsibilities.
• Travels for face-to-face visits to strategic clients and partners when deemed necessary
• Serves as a 24/7 escalated point of contact for specific strategic clients supported outside of business hours
• Acts as a counterpart to Strategic Clients Solutions Manager with less responsibility and managerial tasks
• Performs other tasks and/or projects as assigned by Management within the area of responsibility and control

WHAT YOU'LL NEED

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.