Manager, Application Support
About The Position
The Manager, Client Support is responsible for leading a support team to deliver outstanding client experiences through onboarding, system configuration, data handling, and ongoing support. This role ensures that client accounts are set up to specifications, routine support requests are resolved quickly and effectively, and team members are resourced and coached for success. The Manager will act as a leader and problem solver, providing direction, escalation support, and oversight to ensure services are delivered on time, error-free, and aligned with contractual agreements. This role requires fostering strong cross-functional collaboration, maintaining high levels of customer satisfaction, and driving operational improvements within the support function.
Requirements
- 5–10 years of experience in healthcare support, healthcare delivery, or client-facing roles within a related field.
- Familiarity with healthcare environments, including healthcare regulatory survey operations and survey tools/processes.
- Strong understanding of system configuration, data workflows, and support operations.
- Demonstrated project management skills with the ability to manage multiple priorities in a fast-paced environment.
- Proven leadership experience with the ability to coach, develop, and motivate a team.
- Excellent communication, presentation, listening, and interpersonal skills.
- Strong analytical and problem-solving abilities with a proactive, solutions-oriented mindset.
- Commitment to delivering an exceptional client experience, including ownership of follow-up and issue resolution.
- Bachelor’s degree and 5+ years of relevant experience
- Flexible to work between the hours of 8AM ET and 5PM ET with adjustments based on business needs.
- Requires close visual acuity for computer work and reading.
- Physical activity includes crouching, reaching, walking, talking, hearing, and repetitive motion of hands, wrists, and fingers.
- Sedentary role with extended periods of sitting.
Nice To Haves
- Knowledgeable of all Microsoft Office Suite, Survey Design tools, Salesforce, Power BI, and Wrike will be a plus.
Responsibilities
- Lead and oversee the daily operations of the client support team, ensuring delivery of exceptional service.
- Serve as an escalation point for client support issues, troubleshooting and facilitating service recovery as needed.
- Monitor workload and assign clients/projects to balance caseloads across team members, ensuring optimal utilization and expertise alignment.
- Provide direct leadership, coaching, career development, and performance management for support team members.
- Partner with market and business leaders to prioritize work, address client needs proactively, and maintain high client satisfaction.
- Ensure accounts are configured to client specifications and onboarding experiences are seamless.
- Continuously identify and implement process improvements to increase efficiency and quality in service delivery.
- Foster strong communication and collaboration with cross-functional departments to align with corporate goals and initiatives.
- Contribute to department and organizational goals, ensuring alignment with overall company strategy.
- Responsible for cascading the department and corporate goals and holding direct reports accountable to those goals. objectives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
