The Director of Customer Product Support Services maintains all policies and procedures that produce high-quality customer service delivery that reflects industry best practices. Implements systems to capture and report on service metrics, including customer feedback or trends in product or service issues. Additionally, aligns customer service activities and initiatives to support and enhance the objectives of the organization. You will interact and collaborate with senior leaders across the organization and represent the Support team within Team Fusion.
Lead the day-to-day activities of the Support Team by providing strong leadership, coaching and mentoring:
Oversee the support strategy and execution to meet/exceed customer expectations for quality and service and provide a positive customer experience.
Motivate and manage a high-performing team and provide mentoring as a cornerstone to customer success.
Strategically assess, plan, and execute initiatives to constantly improve processes, workflows, tools, and team bandwidth to scale and support growth efficiently.
Establish and track productivity and performance standards for the department and team members.
Ensure that clients receive exceptional service and technical support, with the ability to handle unresolved and escalated issues promptly and appropriately directly with clients.
Build relationships with internal/external business executives, influencers & decision-makers to stay connected to critical updates within and between department initiatives and customers.
Identify continuous improvement opportunities surrounding the support organization, leading to improved customer experience and YoY cost reduction opportunities.
Serve as an adaptive leader who adjusts to the situation and utilizes critical thinking to analyze and resolve multi-dimensional challenges.
Escalation point person for the support team and customers.
Oversight of staffing structure and on-call services
Ongoing staff reviews, providing learning paths - leveraging the Internal Training department to coordinate, assess and support employees' training needs and gaps.
Minimum Qualifications:
Healthcare Industry Experience
Bachelor’s degree or equivalent work experience
5 years of experience managing a Customer Support Team/organization
A leader with strong strategic and creative thinking, work ethic, organizational, project management, and decision-making skills
Ability to establish strong working relationships both inside and outside the Company, across all levels of management; ability to work collaboratively and independently.
Effective client-facing communication and ability to articulate future vision and opportunity of the business.
Demonstrated leadership and management skills; creates a climate where people are motivated to be their best to help the organization achieve its objectives.
Build strong teams that apply their diverse skills and perspectives to achieve common goals.
Ability to manage multiple projects with competing deadlines simultaneously.
Creativity, adaptability, tenacity, a sense of urgency and roll-up your sleeves, hands-on orientation
High ethical standards; excellent judgment; personal/professional integrity and proven discretion in handling confidential and sensitive information
Preferred Qualifications:
Framework LTC Knowledge
Healthcare Experience
Bachelor’s degree or equivalent work experience
Skills:
Strong organizational skills, attention to detail and technical judgement
Ability to work in a team environment.
Strong oral and written communication, facilitation and influencing skills.
Proficient with Microsoft suite of products
Excellent interpersonal and customer service skills.
Excellent time management skills with a proven ability to meet deadlines.
Strong critical thinking, analytical and problem-solving skills.
Strong supervisory and leadership skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Ability to travel as needed to customer sites, conference/industry related events or otherwise to fulfill the position’s essential functions; Travel is estimated at no more than 15% on average.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
