Senior Manager, FraudCapture Customer Support

Gainwell Technologies LLC•Any city, OH

13d•$109,000 - $155,700•Remote

About The Position

Gainwell is seeking a customer-focused leader to serve as the primary client advocate and support leader for FraudCapture. The Senior Manager, Customer Support leads client support, training, onboarding, and enablement activities for the FraudCapture analytics and case management platform, partnering with Medicaid agencies, managed care organizations, and program integrity teams. The role works closely with Product Management, Engineering, Account Management, and QA to resolve client issues, improve platform usability, and deliver a high-quality customer experience. The position oversees client-facing activities throughout the customer lifecycle, support operations and staff, training materials and releases, defect management, and CMS certification and reporting support. It also contributes operational and functional expertise to sales and customer success activities. Travel is approximately 10–25% for client implementations, training events, conferences, and strategic meetings.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
At least 5 years of direct healthcare fraud and abuse investigation experience.
Strong understanding of how healthcare fraud, waste, and abuse detection analytics and case management systems are used by investigative teams to identify, investigate, document, and manage potential fraud, waste, and abuse.
Leadership experience in customer support, customer success, or services for SaaS software solutions.
Proven success designing and delivering training programs and managing client interactions.
Strong experience with defect management and communication across technical and non-technical stakeholders.
Strong business and analytical problem-solving skills.
Excellent written and verbal communication skills.
Ability to multitask and work independently.
Ability to establish operational priorities and objectives with limited direction.

Nice To Haves

Investigative credentials such as CFE or AHFI.
Prior Program Integrity, MFCU, or SIU leadership experience.
Experience supporting or managing certified coders.

Responsibilities

Manage client-facing sessions across the customer lifecycle, including new-client training, implementation workshops, hyper-care meetings, and recurring office hours.
Establish and deliver a training curriculum for investigators, analysts, and supervisors through live and on-demand sessions.
Manage client user account setup and administration, including onboarding and offboarding, role-based access provisioning, role changes, and periodic access maintenance.
Create and manage client communications for outages, fixes, feature launches, and policy updates.
Develop deep functional expertise in FraudCapture and serve as an escalation point for complex user questions, configuration issues, and workflow troubleshooting.
Own user defect intake, triage, and end-to-end defect management, including SLAs, client communications, resolution tracking, and regular defect and trend reporting.
Monitor product adoption, training effectiveness, and support trends, and recommend improvements to client satisfaction and platform utilization.
Manage the creation and maintenance of training content and videos, including how-to guides, role-based job aids, and quick starts.
Own release notes and “What’s New” content, coordinating with Product and Engineering to ensure accuracy and clarity for different user audiences.
Manage, coach, and scale customer support staff, including hiring, onboarding, scheduling, and performance management.
Establish, monitor, and improve support processes and SLAs, including response times, resolution targets, escalation procedures, ticket quality, and customer satisfaction metrics.
Support CMS certification and reporting requirements by coordinating documentation, evidence, system information, and recurring reporting.
Work with Product Management to relay client issues, validate use cases, and coordinate user acceptance testing and hyper-care for new features.
Partner with Engineering and QA to reproduce defects, provide clear reproduction steps and data, monitor fixes, and schedule deployments.
Support Sales and Customer Success with demos, proof-points, and RFP responses requiring operational or functional expertise.
Serve as the primary client-facing leader for FraudCapture support, training, and user enablement.
Collaborate daily with Product Management, Engineering, Account Management, and program integrity stakeholders.
Travel approximately 10–25% for client implementations, training events, conferences, and strategic meetings.