Senior Manager, Enterprise Solution Support
New
Remote, United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Product ManagementJiraTableauRESTful APIsTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or related field.
- 5+ years in a Customer Success, Implementation Specialist, or similar role.
- Experience supporting enterprise SaaS product deployment.
- Experience in healthcare or health IT environments.
- Proficiency with web-based platforms and API integrations.
- Familiarity with troubleshooting methodologies and IT best practices.
- Strong ability to work with analytics tools like Tableau.
- Proven track record in direct technical support or customer-facing roles.
- Ability to use ticketing systems or project management tools like JIRA.
Responsibilities
- Act as the primary technical point of contact for enterprise practice clients.
- Provide prompt and effective solutions to technology and analytics issues.
- Educate clients on tool use, best practices, and new functionality.
- Propose and implement workarounds or optimizations for client roadblocks.
- Develop, document, and maintain SOPs for common issues and requests.
- Train internal members on adhering to SOPs.
- Monitor, organize, and prioritize client-reported issues.
- Document issues for product management and update stakeholders.
- Synthesize user feedback to inform future product enhancements.
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