Customer Satisfaction Manager CareAnyware
THIS JOB HAS EXPIRED Summary
This an opportunity for a Customer Satisfaction Manager to direct front-line support and customer contact in analyzing software and hardware defects for healthcare providers and practices. Successful manager will achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Accomplish customer support objectives by identifying customer needs and effectively providing resolution to meet the customers standards
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Meet customer support financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
Update customer support knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Consistently improve processes and focus to the customer support team through routine training and mentoring
Manage the effectiveness of the customer support team through technical and healthcare industry knowledge by collaborating with cross functional teams to bring software tickets to final resolution
Provide leadership and knowledge in performing root cause analysis on interface customer issues
Work with client IT and Clinical staff to diagnose, troubleshoot and resolve application issues
Create process to log detail and accurate activities for all work performed on client issues in SalesForce ticketing system
Manage the queue of support tickets in Salesforce.com ensuring that a daily process is followed successfully
Troubleshoot Terminal Server application problems for both 2003 and 2008 Windows Server environments and test reported issues
Support clients by reviewing their database server and running multiple SQL scripts in Microsoft SQL Studio 2005/2008 to fix and troubleshoot SQL databases issues
Provide technical support and troubleshoot client performance issues.
Work closely with Product Owners, QA, and developers to successfully describe user issues so they can be resolved effectively
Work closely with members of the support team, development and other teams across the enterprise to upgrade clients to the latest software version
Help architect solutions for our next generation point of care application targeted for mobile devices
Participate in Test Driven Development efforts by creating unit test for application code
At least 7 years of Customer Service Support and Manager experience in preferably in a medical software industry
Must be able to supervise a team of front-line customer service representatives and support software engineers
Must have handled escalated customer calls as team lead and subject matter expect.
Must have experience partnering with development and quality assurance teams to resolve product defects and ensure compliance with SLA?s
Must be able to perform root cause analysis to test and resolve customer issues and ensure compatibility with customer systems
Must have managed multiple releases and coordinated software release readiness activities in conjunction with the development teams
Able to own areas of the product and work with minimal supervision
Must be able to work in a fast paced entrepreneurial environment
Web-based software development using iterative development approaches (e.g. Agile Development) preferred
.NET 4.0 preferred
ADO.NET Entity Framework or NHibernate preferred
iPhone/iPad development preferred
Objective-C development and LINQ experience preferred
Salary commensurate with experience. Excellent benefits are provided including health coverage, a 401(k) plan, a Healthcare Savings Account, an entrepreneurial and creative environment, and being part of a collaborative and innovative environment.
||1903 North Harrison Avenue |
Cary, NC 27513
THIS JOB HAS EXPIRED