Customer Support Manager, Biofourmis

• 5+ years of experience in customer service and support management
• Bachelor’s degree in business, healthcare, information technology or related area
• Excellent verbal and written communication skills, problem solving and critical thinking skills
• Experience with customer service & help desk management tools such as Salesforce Health Cloud
• Ability to plan and action support strategies to meet customer needs and solve business challenges
• Proven success in leading and managing a customer support and/or service team
• Ability to proactively partner with internal stakeholders to resolve customer complaints
• Participate in an on-call rotation schedule to address any emergent issues or requests
• Demonstrate flexibility in working outside of regular shift hours as necessary to support business needs

Desirable

• We are seeking a Customer Support Manager with solid experience in client focused solutioning and customer support strategies to be a part of our collaborative team
• The individual will be responsible for managing a team along with hands on technical support during the implementation of key projects for customers
• This is a key role that will have direct impact on the success of the project team
• Manage and execute on global support strategy for our products and services. This includes both software and digital hardware products
• Accountable for maintaining Help Desk and Service Management for our customer needs
• Establishes performance metrics for customer service representatives
• Establishes service levels and requirement for the department
• Ensure team is trained and follow written step-by-step processes, technical solutions, and ticket updates to customers
• Work directly with customers, system administrators, and fellow software engineers to resolve critical issues
• Participate in the Management Team reviews for ongoing improvements to the customer support process
• Maintain a positive, can-do attitude and embrace a culture of customer success and operational excellence
• Participate in Product strategy execution activities