Director of Support

Description At Relatient we’re on a mission to make access to healthcare simpler.

We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We’ve been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

We are currently looking for a Director of Support to join our team.

Essential Functions:

• Own overall responsibility for providing high-quality client support within defined, measurable service levels, including 24/7 response and resolution within defined support tiers
• Define and execute a clear strategy for bringing together multiple support teams across differing geographies supporting multiple product types into one, cohesive department 
• Utilize innovative, integrated support channels to provide clients with highly effective, responsive support, and highest standards of quality in all client interactions ( e.g. moving from email-only to other modalities like Chat).
• Manage escalation of critical client issues according to defined, consistent protocols, working closely with Product Management, Engineering, Client Management, and other teams as needed
• Build strong client relationships, addressing escalations and managing expectations
• Hire, develop and mentor Support team members, building a culture of excellence and exceptional client experiences; establish a culture of fun, accountability, and respect
• Establish parameters and guidelines for success, including KPIs and external service level agreements . Rapidly and effectively performance manage areas of underperformance, using data to drive decision-making and strategy.
• Manage operational dashboard to trac k and act on key business metrics ( e.g. MTTR) ; maintain a high-level view of all open client issues, and present regular and consistent updates on both open issues and executive summary of gap areas including tactical plans to address deficits (both internally and externally as needed) .
• Continuously improve processes and approaches for the benefit of teams and clients ; proactively solicit and incorporate internal and external feedback on process and experience improvement opportunity areas. 
• Identify best practices for enabling self-service, reducing issue volumes, and other product priorities within the customer base; coordinate with Product team to define solutions and ensure progress
  
  

Education & Experience Requirements:

• Bachelor’s Degree in a related discipline or equivalent experience in lieu of degree required
• 10 + years of experience in Client Support required .
• 5+ years of experience managing Client Support teams in a SaaS company required.
• P rior experience managing global support teams (or equivalent ) preferred.
• The ideal candidate for this position has successfully led a SaaS-based technical support organization within the healthcare industry, managing through periods of growth, change, and merger or other organizational integrations .
• Core competencies include leadership, client relations, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude
• Ability to dive deep into technical issues with team members and customers to help discover root cause, resolutions, and future mitigation strategies (key, relevant technologies and tools include, for example, SQL, AWS, Kibana, Salesforce, etc.)
• Excellent client management instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation
• Proven track record of working in a goal-oriented and self-directed environment
• Experience working with S alesforce preferre d
  
  

Travel: This role may be required to travel up to 10% of the time. Travel to include at least one trip per year to our Pune, India office.

Compensation:

For positions filled in the United States, the typical salary range for this type of position is $110,000-$165,000 USD. Ranges are based on various factors including the labor market, job type, job level, internal equity, and budget. Exact salary offers will be determined by factors such as the candidate's skills, qualifications, experience, and geographic location.

Relatient is an equal opportunity employer.

To learn more about our organization, please visit www.relatient.com