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Manager, Technical Customer Support

Company

Craneware
Address , Remote
Employment type
Salary
Expires 2023-06-25
Posted at 1 year ago
Job Description

Company

Sentry Data Systems

Speciality

Technology

Category

Permanent

Location Country

US

Office Location

Home based - US

Additional Locations


Introduction to Craneware

We at the Craneware Group, including Sentry Data Systems and Agilum Healthcare Intelligence, are transforming the business of healthcare by providing actionable insights to our customers. We are seeking talented, innovative and collaborative individuals to join our team of over 750 employees to drive the expansion of our SaaS-based platform and applications.
Together, nearly half of registered US hospitals are now our customers.
Our products impact:
  • Customers operating with a financial impact of nearly half a trillion dollars
  • More than 2,000 U.S. hospitals and health systems
  • Almost 10,000 clinics and retail pharmacies
  • Data sets from customers covering more than 150 million unique patients


The Team

The Manager will be leading the team to deliver great customer service through process improvements and other opportunities to ensure the efficient operation of the TCS department.


You Will Be

  • Understanding and assigning case work to ensure correct focus and prioritization occurs.
  • Monitoring TCS Metrics and Analyst productivity to estimate completion timeframes and improve performance.
  • Developing and improving processes used to resolve customer issues including data, processing, monitoring, customer issue communication.
  • Under the direction of management, working with other departments (Product Support, Professional Services, Implementation, and Development) to provide support if necessary and to streamline communications and procedures between departments to achieve the greater goals of The Craneware Group.
  • Developing standard practices for handling common customer issues and experiences by analysis and feedback from the Support team.
  • Leading or coordinating team-specific training classes and programs.
  • Overseeing the day-to-day activities of Team Leads & Data Analysts.
  • Responding and taking immediate action to Executive escalations and ensure proper follow-up and engagement by their respective teams.
  • Identifying training opportunities through observations, from case review and customer feedback; making recommendations for improvements and action plans to TCS leadership
  • Reviewing the team's work and facilitate process improvement to catch shortcomings and standardize process for the team.
  • Ensuring the team follows processes and issues are properly escalated to ensure expedient resolutions with customers.


You Will Bring

  • Experience with customer support activities with sensitivity to customer needs and expectations
  • Bachelor’s degree in Computer Science, Business Management, or equivalent combination of related experience.
  • 3+ years SQL scripting, database design, or development experience.
  • Must clearly understand customer business operations (i.e. customer challenges, what customers need, how customers use our tools, how customers can improve operations, changes a customer needs in order to make best use of our tools, what best practice looks like across the landscape of 340B programs.
  • Healthcare or pharmacy experience
  • Superior quality customer service.
  • Strong Problem-solving skills, resourcefulness, and assessment skills.
  • 3+ years technical support, customer support, account management or related communications experience.
  • 340B experience