Manager, Application Support

Inovalon • Minneapolis, MN

70d • $93,000 - $119,700

About The Position

The Manager, Application Support provides day-to-day tactical and personnel management of the Customer Support team to include managing productivity, personnel, and technical product issues. This position leads the team to enhance the overall customer experience while achieving departmental and company directed goals.

Requirements

• Minimum 5 years' experience in customer facing support roles.
• Minimum 2-3 years leading customer-facing support teams with a commitment to providing superior customer experiences.
• 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.

Responsibilities

• Directly manages 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.
• 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.
• Collaborates with key internal stakeholders to drive customer success and quality.
• Partners with Inovalon’s cross functional teams to provide customer feedback, streamline processes and improve customer outcomes.
• Engages directly with customers to garner feedback and ensure quality of service.
• Builds 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.
• Maintains compliance with Inovalon’s policies, procedures, and mission statement.
• Adheres to all confidentiality and HIPAA requirements.

Benefits

• Health insurance
• Life insurance
• Company-paid disability
• 401k
• 18+ days of paid time off
• Performance-based incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees