Senior Manager, Client Technical Support

Abacus Insights-posted 3 months ago
Full-time • Manager
101-250 employees
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Abacus Insights is a mission-driven, rapid growth-stage technology company focused on transforming the healthcare payer industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their customers' needs. Our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these health insurance payers can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs. Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million by leading VC firms who have deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in an industry that is ready for disruption. We're growing quickly and would love for you to be a part of it!

  • Lead and mentor a global team of Technical Account Managers (TAMs) that are responsible for ensuring the client’s production environment operates optimally and within client SLAs.
  • Lead and mentor a global team of Incident Managers responsible for managing a client’s production issues to resolution following a defined incident management process.
  • Set performance goals, conduct regular reviews, and support career development.
  • Foster a culture of customer advocacy, technical excellence, and continuous improvement.
  • Oversee daily operations of the client technical support team, ensuring SLAs and KPIs are met, and production issues are resolved.
  • Manage escalations and ensure prompt resolution of complex technical issues.
  • Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
  • Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
  • Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan.
  • Guide clients through technical implementations, integrations, and optimization.
  • Management and coordination of client UAT.
  • Translate complex technical concepts into actionable insights for clients.
  • Collaborate with product and engineering teams to influence roadmap based on client feedback.
  • Develop and refine customer success processes, playbooks, and KPIs.
  • Identify and implement improvements in support workflows, tools, and documentation.
  • Drive standardization and automation by leveraging tools, including GenAI.
  • Develop and maintain knowledge base articles and self-service resources.
  • Monitor support metrics and generate reports to inform strategic decisions.
  • Drive cross-functional initiatives to improve customer experience and product value.
  • Develop trustworthy client relationships, resulting in referenceable clients.
  • Ensure customers achieve their business goals through effective use of our products and solutions.
  • Manage escalations and coordinate with support and engineering teams to resolve issues.
  • Act as a voice of the customer within the organization.
  • Ensure client feedback is captured and communicated to relevant teams.
  • Drive initiatives to enhance client experience and retention.
  • Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
  • 5+ years of experience in technical support, with at least 2 years in a leadership role.
  • Experience in SaaS, cloud technologies, or enterprise software.
  • Experience with data analysis.
  • Strong analytical and problem-solving abilities.
  • Excellent verbal and written communication skills.
  • Ability to manage multiple priorities and work effectively under pressure.
  • Proficiency with support tools and platforms (e.g., Zoho Desk, Jira).
  • Strong customer service orientation and ability to build trust with clients.
  • Experience working with cross-functional teams in a fast-paced environment.
  • High level of project organization, attention to detail, and time management.
  • Off hours/weekend work occasionally required.
  • Ability to travel up to 5% of the time.
  • ITIL Foundation Certification – for understanding IT service management best practices.
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