Senior Manager, Enterprise Solution Support
New
Based in the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- JiraTableauRESTful APIsTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field (or equivalent practical experience).
- 5+ years of experience in Customer Success, Implementation, Technical Support, or similar roles within enterprise SaaS environments.
- Strong experience in healthcare, health IT, or related regulated environments is required.
- Solid technical understanding of web-based platforms, APIs, enterprise software systems, and troubleshooting methodologies.
- Experience working with analytics tools such as Tableau or similar platforms to generate insights.
- Proven ability to manage client relationships, set expectations, and deliver high-quality technical support in enterprise settings.
- Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
- Experience using ticketing or project management tools such as Jira to track and resolve issues.
- Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Responsibilities
- Act as the primary technical liaison for enterprise healthcare clients, providing timely support, troubleshooting, and escalation management for platform and analytics-related issues.
- Diagnose, triage, and resolve client-reported problems while ensuring clear documentation and communication with internal product and engineering teams.
- Guide clients and internal users on platform functionality, best practices, and new features to improve adoption and optimize usage of enterprise tools.
- Develop, document, and maintain standard operating procedures (SOPs) to streamline recurring issue resolution and enable scalable self-service support.
- Monitor, prioritize, and manage incoming client issues using structured ticketing systems, ensuring timely resolution and stakeholder updates.
- Collaborate cross-functionally with product, engineering, and analytics teams to relay client feedback and support platform enhancements.
- Design and implement process improvements and workarounds to enhance system performance and client experience.
- Train internal teams on SOPs and support processes to ensure consistent execution and service quality.
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