Senior Manager (Enterprise Solution Support), Remote

Aledade

13d • Remote

About The Position

The Senior Manager, Enterprise Solution Support will serve as a critical liaison between Aledade’s largest healthcare practice clients and our internal product, technology, and analytics teams. This individual will leverage a deep understanding of both Aledade’s technical offerings and client workflows to ensure customers maximize their use of our tools. Responsibilities include first-level troubleshooting, issue triage and documentation, creative problem-solving, and process improvement. This role will directly support client satisfaction and operational success by ensuring robust, efficient, and effective use of Aledade’s solutions across our enterprise clients.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field preferred; equivalent experience considered.
• Minimum of 5+ years in a Customer Success, Implementation Specialist, or similar role supporting enterprise SaaS product deployment.
• Experience in healthcare or health IT environments required.
• Proficiency with web-based platforms, API integrations, and enterprise-class software solutions.
• Familiarity with troubleshooting methodologies, product workflows, and IT best practices.
• Strong ability to work with analytics tools like Tableau to come up with self-serve insights.
• Experience in direct technical support or customer-facing roles, with a proven track record of building relationships and managing client expectations.
• Demonstrated ability to track, prioritize, and coordinate multiple issues to resolution using ticketing systems or project management tools (e.g., JIRA).

Nice To Haves

• Strong critical thinking and problem-solving skills; able to rapidly identify and resolve technical issues and root causes.
• Excellent verbal and written communication skills; able to convey complex technical information to both technical and non-technical stakeholders.
• Meticulous attention to detail; able to manage competing priorities and follow through to resolution.
• Self-starter with a passion for client service and continuous improvement.
• Collaborative team member who brings a client-centric approach and works closely with product, engineering, and support teams.
• Comfortable working in a fast-paced, evolving environment with the ability to adapt to changing client needs and technologies.

Responsibilities

• Act as the primary technical point of contact for enterprise practice clients, providing prompt and effective solutions to technology and analytics issues, and ensuring issues are resolved or escalated appropriately.
• Educate clients (and internal users as needed) on effective tool use, best practices, and new functionality to maximize technology adoption and usage of analytics tools.
• Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.
• Develop, document, and maintain standard operating procedures (SOPs) for common issues and requests, streamlining problem resolution and allowing for more self-serve resolution over time.
• Train other internal members within Aledade on adhering to those SOPs for issue.
• Proactively monitor, organize, and prioritize client-reported issues; clearly document for product management (PM) and relevant internal teams; regularly update stakeholders on progress and resolution timelines.
• Gather and synthesize user feedback to inform future product+analytics enhancements and participate in cross-functional projects aimed at improving the client experience.

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Senior