Vice President, Customer Support (US)

reputed company is a leading North American healthcare technology platform enabling meaningful care collaboration and real-time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, reputed company has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by reputed company as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, reputed company leads the way in creating cloud-based healthcare software. At reputed company, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect reputed company to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can reputed company, your career can grow, and your work will have a lasting impact on healthcare across North America. We reputed company that work becomes profoundly fulfilling reputed company driven by a higher purpose. Join us and be part of a team that is making a real impact. To learn more about us, reputed company out Life at reputed company and connect with us on Glassdoor and reputed company. About the Team: Reporting to the SVP, Customer Care, the Vice President will reputed company the strategic direction and execution of Customer Support at reputed company. The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels. This VP is responsible for leading a team that will manage reputed company aspects of the support organization, and will work cross-functionally with Product, Operations, Marketing, and Services on customer experience. About the Role: The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses reputed company changing needs of our customer reputed company across both technical and functional questions. The VP of Support will be expected to have experience transforming a support organization around new technologies, new processes, driving the higher Customer Satisfaction at every interaction The VP of Support will need to be a leader of leaders and able to motivate the bring the best out of individuals and teams alike. Key Responsibilities: • reputed company the vision for Customer Support Management at reputed company, ensuring reputed company programs and strategy will scale with growth. • Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services • Display leadership skills to reputed company and motivate staff to provide world class experience at reputed company times • Work cross functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and reputed company • reputed company and track Customer Support KPIs, and use data to influence and drive visible results • Drive utilization and optimization of technology and execute on sound business plans for investment in technology • Establish operational infrastructure to reputed company initiatives to ensure high CSAT and goals • Play a critical role in developing a geographically remote support team Your Key Strengths: • 10+ years leading B2B/B2C support organizations with 100+ support analysts • Experience in fast paced rapidly growing and changing SaaS based organizations • Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms. • Background in overseeing training programs for development of IC andmanagers • Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers • Proven track record of driving operational improvements and end to end customer experience • Experience directly hiring and managing a geographical distributed team • Proven track record of managing SLA’s and customer Centric metrics • reputed company by example with a growth reputed company, people-first attitude, and strong sense of responsibility Optional: Bonus Skills: • Understanding of the Health Care sector • Worked in Organizations 500M+ in reputed company • Led implementation of AI driven tools and processes $220,000 - $245,000 a year At reputed company, reputed company salary is one of the many components that reputed company up our total rewards package. The US reputed company salary range for this position is $220,000 - $245,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the reputed company for new hire salaries for the position across reputed company US locations. reputed company the range, individual compensation is determined by job-reputed company skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. #LI-Remote #LI-JP1 reputed company Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support reputed company Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! It is the policy of reputed company to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national reputed company, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. reputed company welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in reputed company aspects of the selection process. Please contact recruitment@reputed company.com should you require any accommodations. reputed company you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we reputed company may be relevant to you given your background. reputed company we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how reputed company uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact reputed company’s reputed company: recruitment@reputed company.com reputed company is committed to Information reputed company. By applying to this position, if hired, you commit to following our information reputed company policies and procedures and making every effort to secure confidential and/or sensitive information. Apply Job!