Supervisor, Customer Success

Job Summary:
The Supervisor, Customer Success oversees the day-to-day activities of the Explorer Customer Success Team. This position’s primary focus is to ensure scheduling needs are met, provide team member onboarding, and monitor the overall health of their assigned team(s). The Supervisor, Customer Success will work closely with the Health IT, Product Management and Sales as a link between the teams to ensure all processes and guidelines are followed.
Duties and responsibilities 
•    Coordinate onboarding and training of new hires
•    Lead continuous education/ongoing training for all team members
•    Complete monthly reporting of team KPIs
•    Maintain CSM Queues by triaging cases as necessary
•    Identify, research, and resolve escalated customer issues questions and concerns in a timely manner
•    Serves as liaison between the Health IT, Clinical Ops and Customer Success Team
•    Recognize, document, and alert the business leader of trends
•    Recommend process improvements
•    Seek to understand the needs of Explorer customers to best resolve issues through the application of standard solutions and lead improvement of cross functional teams to enhance the customer experience
•    Participation in the ongoing maintenance of the CSM Confluence page including article updates to support teammates and team meeting notes
•    Apply team leadership expertise to develop new solutions to address team or customer needs
•    Perform weekly, bi-weekly, and/or monthly one on ones with employees
•    Complete performance reviews for employees
•    Serve as a backup to management.
•    Monitor and respond to customer cases, system alerts or other service management related notifications within response time goals
•    Other responsibilities, as assigned

Qualifications
•    Bachelor’s degree or equivalent combination of education and experience.
•    3 years' knowledge of clinical hospital support, medical device commercialization or Biomedical engineer.
•    Experience responding to common inquiries or complaints from customers, peers, or members of the business community.
•    Ability to define problems, collect data, establish facts and draw valid conclusions.
•    Must have experience following verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.
•    Must have proven ability to explain and enforce operating policies and procedures.
•    Must have proven ability to grasp technical concepts with accuracy.

Preferred qualifications:
•    Familiarity with Microsoft Office Suite is a plus
•    Familiarity with Salesforce.com is a plus
•    Account Management experience
•    Familiarity with meeting metrics

Knowledge, Skills, and Abilities 
These include the minimum knowledge, skills, abilities, and other characteristics necessary to perform the job effectively. (e.g., SaaS knowledge, ability to lead a team, etc.)
•    Strong problem-solving skills
•    Exceptional Multi-Tasking Skills
•    Organization and planning
•    Attention to detail
•    Proactivity
•    Results-oriented
•    Teamwork
•    Customer service/interpersonal skills
•    Accountability
•    Integrity
•    Positive attitude

The compensation range for the Supervisor, Customer Sucess is $62,000-$82,000

#LIAK