Director, Support Services Job at Netsmart Technologies
Responsibilities:
- Directs, measures, and drive team to deliver on KPIs and SLAs
- Monitor, analyze, and report on call center data trends
- Collaborate with stakeholder teams on the management of Call Center design and build to meet client service agreements
- Drives the continued development of all parts of the Support Team while looking for ways to scale and deliver the best customer experiences
- Effective communication to internal and external stakeholders on progression of cases, understands escalation needs and is able to execute in a timely fashion
- Drives continuous process improvement of the customer experience through Solution Optimization, improves process and tool development
- Develop repeatable support processes and measurement systems to obtain feedback on every customer interaction. Standardize reporting on impact of Customer Support Success activities.
- Partner to define and execute the optimum end-to-end product and Support experience. Develop a process architecture and roadmap to ensure that consistent and meaningful interactions to deliver value, accelerate adoption and improve the customer support experience.
- Build and manage a team of customer support associates with domain expertise in customer support experience journeys and associates beginning their career
- Encourage problem-solving, critical thinking and customer-orientation across the Support organization.
- Interact at executive/senior management level, proactively advocating for solutions and managing the end-to-end customer support experience that leads to great customer outcomes.
- You and Your team will be working closely with clients throughout the entire life cycle. From Client Development to support.
What you bring:
- A very high level of charisma and emotional intelligence to promote organizational unity and bring people together for a common goal and initiatives
- A passion for delivering topflight customer support and growth. You’re a pro at conducting customer research and using data driven insights to guide actions.
- You can hire, develop, train, and build a high-performing support team that efficiently aligns with the customer experience strategy.
- Interpersonal, networking and influencing skills: Ability to communicate effectively with internal and external partners and customers at every level. Influence alignment and prioritization of initiatives critical to delivering the right experience. You embrace change and have a demonstrable ability to motivate and influence across a matrix structured organization.
- Problem-solving and analytical skills: interpreting and using data insights for constantly enhancing the support experience.
- Ability to understand business objectives and align Support accordingly: have a clear understanding of the company’s business objectives in order to strategize support efforts such that it contributes to the achievement of the business goals.
- Working backwards to lead the end-user experience: You can visualize and then work backwards to plan, strategize, and execute support efforts to deliver great experiences.
Minimum Qualifications:
- Bachelor’s Degree or equivalent, relevant experience
- 7+ years of experience and proven track record of leading a support team and customer experience initiatives in a large, scaled environment.
- 5+ years’ experience in customer experience strategic mapping, process architecture, building client support measurement systems and executing scalable, repeatable improvements.
- Experience building and leading a Customer Success, Support and/or Services organization
- Experience scaling during hyper growth
Preferred Qualifications:
- Hands-on experience implementing technology products for use by external customers
- Healthcare IT Industry knowledge
Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.
Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider. Additionally, a positive result for marijuana will not automatically disqualify a candidate from employment if the individual can provide a valid prescription for medicinal use issued in his or her state of residence. A prescription is required even in states where recreational use has been legalized.
All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.
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