Director, Application Support

Inovalon•Atlanta, GA

About The Position

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building. Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve. Overview: The Director, Application Support manages the customer facing support organization for our customers. Responsibility includes the support of our new and existing customers who utilize Inovalon ONE Platform as well as troubleshooting technical problems.

Requirements

Minimum 12 years leading customer-facing support teams with a commitment to providing superior customer experiences
Minimum 6 years’ experience in a leadership position including managing high performing managers
Proven experience working in Support in a growing SaaS-based company
Dedicated cross-functional orientation and ability to build relationships with other leaders and teams
Creative problem-solving ability and forward-thinking mentality
Strong leadership and communication (verbal, written, and presentation) skills
Previous experience managing remote teams and ability to develop both in-office and virtual teams
Proven ability to execute strategic projects that enhance and support customer support excellence
Demonstrated working knowledge of budgets
Experience driving innovation and continuous improvement programs
Possess the ability to translate a complex problem into a simpler language for the customer and vice versa.
Ability to identify and analyze operational processes and drive corrective/preventative action plans.
Ability to deal effectively with changing priorities in a diverse organization.
Bachelor's degree or equivalent experience in Technology.

Nice To Haves

Healthcare IT industry experience preferred.

Responsibilities

Work with leadership to develop strategies to improve and maintain a high standard of customer satisfaction
Implement and support a service model and standards across the team to continuously improve our Customers Total Customer Experience
Create, measure and exceed service standards and key performance metrics for customer and partner interactions
Oversee a team of support personnel including setting clear objectives, evaluating progress, and instilling a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues; implements procedures and metrics pertinent to the effective and efficient operation.
Develops and refines standard operating procedures for ticket management, monitoring, alerting, and incident management processes
Identifies and develops key performance standards and metrics to drive desired culture and work to ensure their achievement. Analyzes, evaluates, monitors, and reports department operating performance data to include communicating analyzed results to senior management.
Serves as point of escalation for customers to resolve highly complex problems; collaborates with cross functional teams to resolve escalated customer complaints.
Stays abreast of new product developments and tactical direction to the business regarding technical support challenges; provides documentation and specific product suggestions influencing product direction.
Manages operational and communication impacts of planned changes, outages, and technology emergencies.
Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base
Partner with Inovalon’s cross functional teams to provide customer feedback, streamline processes and improve customer outcomes
Engage directly with our customers to garner feedback and ensure quality of service
Implement systems and processes designed to enable scale and support excellence
Build upon Inovalon’s Support career framework to enhance the team’s focus on personnel development
Maintains knowledge of technology and industry trends and processes and disseminates information to the Customer Support team.
Maintain compliance with Inovalon’s policies, procedures and mission statement
Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.