Manager | Product Support Client Experience

Join a team dedicated to supporting the crucial mission of improving health outcomes. At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com Position Summary Oversee the day-to-day activities of the Product Support department to ensure accurate and timely resolution to customer-reported issues related to the installation and use of Truven Health Analytics’ software products, such that expectations and Service Level Agreements (SLAs) are met or exceeded. Oversee staff performance and development objectives. Manage Team Lead performance and objectives to ensure departmental and corporate objectives are being met. Maintain effective relationships with other support tiers to ensure proper process is followed between departments and within Product Support, and to influence the content and quality of product software components and documentation. Responsibilities and Expectations • Manage Team Lead’s objectives, reviews, development plans, mentoring and coaching. Ensure individual objectives are in line with the larger organizations goals. • Oversee the hiring of new employees, ensure staffing levels are adequate and ensure development and training programs for new hires are executed efficiently. • Act as a situation manager for complex and/or sensitive issues where collaboration with multiple internal groups is needed. • Collaborate with senior management and team leads in defining, documenting, implementing and managing general processes and procedures which increase the general productivity, efficiency and customer satisfaction as measured by the standards and metrics of the department. • Create and utilize accurate metrics to measure accuracy and effectiveness, and implement improvements when necessary. • Assess service requirements with team capabilities; manage resources to meet customer needs. • Monitor the troubleshooting, documentation, communication and resolution processes for team’s incidents, and implement improvements when necessary. • Monitor customer satisfaction levels. Take appropriate action to ensure high levels of customer satisfaction. • Work closely with software development staff to effectively influence product design. • Build productive intra-departmental and cross-departmental relationships in order to streamline processes within Product Support and between other related groups (Development, DBAs, Operations, etc.). All Rights Reserved Minimum Qualifications • Minimum of five years experience with technical/specialized customer support activities with sensitivity to customer needs and expectations. • Strong knowledge and experience with customer healthcare and technology environment. • Superior professional interpersonal and communication skills, both verbal and written, in an individual and team-oriented environment. • High degree of problem-solving and analytical skills with strong attention to detail required. High degree of technical proficiency using and trouble-shooting software. • Strong project management skills. • Excellent initiative and ability to plan, organize and prioritize work efficiently, multi-task, and work well under pressure with minimal direction. • Demonstrated ability to work within and create well-defined processes, and collaborate to ensure processes are relevant and effective. • Personal ownership of professional development. • Skilled in Microsoft Windows, Microsoft Office and expertise with web-based applications. • Previous management experience preferred but not required. • Bachelor’s degree or equivalent work experience required. It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, ****** orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities. Merative is a place to grow. We offer opportunities to apply your skills — and develop new ones — with colleagues who have deep expertise in health and technology. At Merative we’re driven and professional, but treat each other with compassion and respect. Roles at Merative include product design and development, technology innovation, product and account management, sales and consulting, communications and marketing, management, operations and more. Don't see the role you are looking for? Complete your contact information and upload your resume and we will reach out to you should we find a match