Senior Manager, Enterprise Solution Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main technical liaison for enterprise practice clients, delivering quick and effective solutions to technology and analytics challenges, while ensuring issues are resolved or escalated as necessary.

• Provide education to clients (and internal users when required) on the effective use of tools, best practices, and new features to enhance technology adoption and the utilization of analytics tools.

• Suggest and implement creative workarounds or optimizations for client challenges using existing tools and configurations.

• Create, document, and uphold standard operating procedures (SOPs) for frequent issues and requests, facilitating problem resolution and enabling more self-service solutions over time.

• Actively monitor, organize, and prioritize issues reported by clients; meticulously document for product management (PM) and relevant internal teams; regularly communicate updates to stakeholders regarding progress and resolution timelines.

• Collect and synthesize user feedback to guide future product and analytics enhancements, and engage in cross-functional projects aimed at enhancing the client experience.

⛳️ Requirements

• Education: Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field is preferred; equivalent experience will be considered.

• Experience: At least 5+ years in a Customer Success, Implementation Specialist, or comparable role supporting enterprise SaaS product deployment. Experience in healthcare or health IT settings is essential.

• Technical Skills:

• Proficiency in web-based platforms, API integrations, and enterprise-grade software solutions.

• Understanding of troubleshooting methodologies, product workflows, and IT best practices.

• Strong capability to work with analytics tools like Tableau to derive self-service insights.

• Client Management: Experience in direct technical support or client-facing roles, with a proven history of fostering relationships and managing client expectations.

• Project Management: Proven ability to track, prioritize, and coordinate multiple issues to resolution using ticketing systems or project management tools (e.g., JIRA).

🏝️ Benefits

• Flexible work schedules and the option to work remotely are available for numerous roles.

• Health, dental, and vision insurance covered up to 80% for employees, dependents, and domestic partners.

• Comprehensive time-off plan (21 days of PTO in your first year).

• Two paid volunteer days and 11 paid holidays.

• 12 weeks of paid parental leave for all new parents.

• Six weeks of paid sabbatical after six years of service.

• Educational Assistance Program and Clinical Employee Reimbursement Program.

• 401(k) with up to 4% matching.

• Stock options.

• And much more!