Vice President Technical Assistance Center

Description: The Vice President of Client Support for the Technical Assistance Center at Nuvem will play a pivotal role in establishing and enhancing our client support capabilities. This leadership position involves building the Technical Assistance Center (TAC) from the ground up, defining key performance indicators (KPIs), selecting appropriate technology, and ticketing systems, and developing a robust escalation process. The VP will prioritize client needs and communicate customer insights into product and engineering teams to ensure continuous improvement of our services and products. Reporting directly to the Senior Vice President of Customer Success, this role is critical for delivering exceptional client support and fostering long-term client relationships. Key Responsibilities: Build and Manage Technical Assistance Center: • Develop and implement the strategy for the Technical Assistance Center, ensuring alignment with the company’s customer support objectives. • Hire, train, and manage a team of support professionals to provide outstanding service and technical assistance to clients. • Evaluate and optimize channels for clients to receive support. Define KPIs and Performance Metrics: • Establish clear KPIs to measure the effectiveness of the Technical Assistance Center and overall client support initiatives. • Monitor performance against these metrics and • Hire, train, and manage a team of support professionals to provide outstanding service and technical assistance to clients. • Evaluate and optimize channels for clients to receive support.’ Select Technology and Ticketing System: • Research and select appropriate technology solutions and ticketing systems that enhance the efficiency and effectiveness of client support. • Ensure that the selected systems integrate seamlessly with existing processes and tools. Develop Escalation Processes: • Define and implement an escalation process for handling complex client issues, ensuring timely resolution and communication. • Train the support team on escalation procedures and ensure adherence to best practices. Prioritize Client Needs and Provide Insights: • Collaborate closely with product and engineering teams to relay client feedback and insights, prioritizing product improvements based on customer needs. • Conduct regular assessments of client satisfaction and utilize insights to drive improvements in support services and product offerings. Reporting and Analysis: • Prepare and present regular reports on client support performance, customer insights and areas for improvement for both client communication and internal leadership. • Analyze trends in client inquiries and issues to proactively address potential challenges. “Nuvem provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, creed, religion, sex, gender, gender identity, gender expression, national origin, ancestry, age, physical or medical disability, medical condition, marital status, sexual orientation, military and/or veteran status, or any other basis prohibited by applicable state or federal law.”Requirements: Education • Bachelor’s degree in business administration, Information Technology or previous experience leading a Technical Assistance Center at a senior level. Skills and Experience Required: • A minimum of 10 years of experience in client support, technical assistance, or customer service roles in a leadership capacity. • Proven record of building and managing a technical assistance or customer support function within a healthcare, technology, or data processing environment. • Strong understanding of ticketing systems, CRM software, and technical support processes. • Excellent analytical and critical thinking skills, with the ability to analyze data and derive actionable insights. • Exceptional communication and people skills, capable of effectively engaging with clients and internal stakeholders. Working Conditions • Position is virtual with some travel required (10-15%) • Fast-paced environment requires the ability to manage multiple priorities simultaneously. • Collaborative work with cross-functional teams across the organization