Senior Manager, Product Support

📋 Description

• • Lead and scale the Product Support and Maintenance teams at Notable, a leading healthcare AI platform dedicated to transforming workforce productivity and improving healthcare outcomes for patients, staff, and clinicians.
• • Drive the strategic direction and day-to-day operations of the support function, ensuring exceptional service levels and efficient resolution of customer issues.
• • Manage team utilization, resource allocation, and ticket resolution to consistently meet and exceed established service level agreements (SLAs).
• • Oversee daily ticket triage processes, ensuring that all incoming issues are accurately routed, prioritized, and resolved in a timely manner by the appropriate internal teams.
• • Act as the primary escalation point for complex and critical technical support issues, demonstrating a willingness to engage directly with customers to drive swift and effective resolutions.
• • Conduct thorough audits of existing support systems and workflows, diagnosing inefficiencies and identifying opportunities for improvement.
• • Implement and refine processes, templates, and automation solutions, including the development of agents or prompts, to enhance support efficiency, scalability, and customer satisfaction.
• • Partner closely with cross-functional teams, including Customer Success, Delivery, and Research & Development (R&D), to ensure seamless alignment of support operations with broader organizational objectives and to effectively support customers transitioning into maintenance phases.
• • Leverage and optimize Customer Relationship Management (CRM) and ticketing systems to enhance visibility into support operations, improve reporting capabilities, and drive overall team performance metrics.
• • Contribute to the growth and success of the broader builder community by collaborating with internal leaders to ensure builders have access to the necessary resources, guidance, and support.
• • Foster a culture of continuous improvement within the support team, encouraging proactive problem-solving and knowledge sharing.
• • Develop and mentor team members, providing opportunities for professional growth and skill development.
• • Analyze support data and trends to identify recurring issues, product feedback, and areas for product enhancement, feeding this information back to R&D and Product teams.
• • Ensure the support team is equipped with the latest product knowledge and technical expertise to handle a sophisticated customer base.
• • Contribute to the development of self-service resources and knowledge base articles to empower customers and reduce ticket volume.
• • Manage vendor relationships related to support tools and technologies, if applicable.
• • Stay abreast of industry best practices in customer support and technical support management.
• • Contribute to the overall customer experience strategy, ensuring that support is a key differentiator for Notable.
• • Develop and maintain documentation for support processes, troubleshooting guides, and best practices.
• • Collaborate with marketing and sales teams to ensure a consistent and positive customer journey from pre-sales through post-implementation and ongoing support.
• • Prepare and present regular reports on support performance, key metrics, and strategic initiatives to senior leadership.
• • Champion the voice of the customer within the organization, advocating for customer needs and ensuring their feedback influences product development and service improvements.
• • Implement and manage quality assurance programs for support interactions.
• • Drive initiatives to reduce customer effort and increase first-contact resolution rates.
• • Ensure compliance with relevant healthcare regulations and data privacy standards in all support activities.
• • Develop and execute a strategic roadmap for the evolution of the Product Support function, anticipating future needs and challenges.
• • Build strong relationships with key stakeholders across the organization to foster a collaborative and customer-centric approach.
• • Manage the budget for the Product Support team, ensuring efficient allocation of resources.
• • Proactively identify and mitigate risks associated with customer support operations.
• • Drive innovation in support methodologies and technologies to maintain a competitive edge.
• • Ensure the support team is aligned with Notable's mission to improve healthcare for humanity by providing outstanding service and support.
• • This role requires a blend of strategic leadership, operational excellence, and hands-on problem-solving to ensure the success of Notable's Product Support function and the satisfaction of its growing customer base.