Manager of Customer Service and Support Transport.net

$85,000 - $90,000/Yr

GLOBAL MEDICAL RESPONSE - Denver, CO

Full-time - Manager

Denver, CO

Ambulatory Health Care Services

About the position

The Manager of Customer Success and Support holds a pivotal role on the Transport.net Team. You will lead a team responsible for supporting active air and ground customers using our medical transport technology. This position involves overseeing customer success, technical and user support functions, and driving continuous improvement. The primary focus is on ensuring ongoing customer success, maintaining revenue, managing customer relationships, collaborating with cross-functional teams, and leading your team to success.

Responsibilities

• Manage a team of Customer Support Specialists overseeing support of air & ground ambulance medical transport technology customers, prioritizing, and scheduling interactions, ensuring revenue retention.
• Implement policy and strategy to ensure the customers your team is responsible for feel well supported and that customer retention targets are met for the year.
• Collaborate with the Director - Transport.net Implementation & Support providing direct input on the creation of policy and strategy to effectively provide customer user and technical support, meeting budget goals and organizational objectives.
• Collaborate with other implementation and support managers, integration experts, IT Security, Development Team to develop policies and implementation procedures that complement each other and are standardized as much as possible across portfolios.
• Analyze data and regularly report on customer support progress and retention goals, identifying impediments to your team's progress and devising solutions to move customer relationships forward effectively.
• Oversee all active customer relationships and ensure your team is responsive to customer needs.
• Lead reviewing and testing new system functionalities and software versions and making recommendations for systemic improvements to business process and technology.
• Act as a liaison between end-users, technical analysts, IT professionals, consultants, and leadership, facilitating optimal operational performance and customer service.
• Coach and provide leadership to direct reports, fostering their growth and development.
• Directly lead customer implementation & support projects yourself as time permits.
• Interact with customers to gather and document business requirements, understanding their operational procedures and challenges.
• Collaborate with various teams and stakeholders to design solutions to customer challenges.
• Develop comprehensive requirements for new systems and enhancements, ensuring alignment with business goals and end-user needs.
• Collaborate closely with the Managers of Air and Ground Implementations to ensure positive outcomes for both new projects and existing customers.
• Assist with creating proposals and responding to RFPs for new systems and operational improvements.
• Create detailed procedures and training materials.
• Adhere to all company policies, procedures, and information systems security protocols.
• Comply with information systems security policies, reporting any security concerns promptly.

Requirements

• Education: High School diploma or GED required. Bachelor's degree in business, technology, or related field preferred, or equivalent experience.
• Strong performer with track record of success.
• 2+ years implementing / supporting systems / solutions in the medical transportation space is strongly preferred.
• 2+ years managing multiple simultaneous technology projects is strongly preferred.
• Demonstrated ability to lead cross functional teams on successful projects.
• Demonstrated experience interacting with customers, defining requirements, presenting solutions, supporting products, and delivering on commitments.
• Medical transportation and/or clinical experience preferred.
• Understand the intricate relationship between people, processes, and technology, particularly concerning service delivery and process improvement.
• Proficient in developing business process specifications, testing methods, and project documentation.
• Familiarity with relevant software and tools, including Outlook, MS Teams, Excel, and Smartsheet.
• Self-motivated with excellent communication and problem-solving skills.
• Ability to work effectively in a team and independently, with a strong sense of accountability and results orientation.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401k
• Disability insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Vacation and paid time off