Customer Success Operations Manager, SmarterDx

• 7+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
• 5+ years of experience creating and optimizing standard operational procedures
• Must have strong experience in at least one of the following:
• Creating process documentation or Standard Operating Procedures
• Experience with clinical documentation improvement (CDI) software or related healthcare applications
• Startup experience, especially at a healthcare or health tech organization
• Excellent communication skills, with the ability to work comfortably with technical and clinical teams
• Flexible team player with a strong ability to adapt to changing priorities and department goals
• Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
• Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support
• Ability to quickly learn and adapt to new technologies and processes
• Excellent time management and prioritization skills in a remote environment
• Proactive approach to identifying and resolving potential issues before they escalate

Desirable

• SmarterDx is seeking an Operations Manager to help optimize internal processes and partner with Customer Success Managers to better support our clients
• Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Supporting their work is an essential component of what we do at SmarterDx, and in this role, you will lead initiatives to develop new processes or optimize existing processes that have a direct impact on their experience with our applications
• You will partner with our Customer Support Managers to ensure alignment on internal requests and escalations that impact the customer experience. In addition to this partnership, you will be responsible for collaborating closely with cross-functional teams to develop and implement processes
• Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
• Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests
• Leads multi-week, cross-functional projects to manage requests from existing customers
• Proactively documents and trains cross-functional teams on new or updated processes
• Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values
• Leverages SQL to complete back-end queries to effectively triage complex customer issues