Manager, Client Support

Chicago, IL, United States

Company Description

Press Ganey , the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.

Job Description

The Manager, Client Support within the Press Ganey’s Consumer Experience Client Success organization, plays a crucial role in ensuring client success and positive outcomes for clients. We are looking for a motivated and experienced Client Support Manager to lead our support team, ensuring successful resolution of cases, adoption of products, and delightful experience.

The client support role is tasked with addressing inbound tickets, issues and questions from Press Ganey’s clients, with the aim of offering the best-in-class product support and delightful experiences. This management role is responsible for the development and management of best practices in client support methodologies, metrics and related support tools, performance monitoring and management, team mentoring and leadership. This role is balanced between people management and leadership as well as hands-on work on inbound requests and escalations.

The overall goal of the Manager, Client Support, is to lead top-class client support, enabling the team to deliver exceptional support. The ideal candidate will have proven experience working in a client support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to the team.

Duties and Responsibilities

Manage and own the day-to-day operations of the client support team, including but not limited to tracking of metrics, handling first level escalations, and training and mentoring staff

Partner with stakeholders to ensure prompt resolution of escalations including engineering teams, client success etc.

Master and become the Subject Matter Experts (SMEs) on assigned client configuration and CX platform & product capabilities

Advocate for clients internally and work closely with cross-functional teams to define ways to continually add value to the client experience, thus improving overall processes and collaboration

Create and maintain documentation of workflows; Update internal documentation of client configurations and client details as necessary in CRM system

Maintain metrics, including but not limited to TTFA, Resolution Time, and Average handle time, and client satisfaction score

Draw trends and insight analysis for understanding areas of improvement for processes and products

Develop a metrics-based team performance management system

Provide training and support for the Client Support team on both relationship management and technical subject matters

Work in collaboration with the other functional leaders to continuously improve internal and cross-functional processes with the aim of improving effectiveness and scalability of Client Support practices

Qualifications

Qualifications include:

4+ years' experience in product support or similar role. Experience working in SaaS solutions or healthcare technology a huge plus.

Fanatical commitment to client experience and success and deep knowledge of customer service principles and practices.

Experience using Salesforce for managing customer support cases/tasks and familiarity with Jira for operations & engineering tickets.

Demonstrated ability to collaborate and communicate effectively across Sales, Engineering, Product, and Client Success teams

Proven customer interaction skills and recognition of client needs.

Excellent communication skills and attention to detail

Ability to document technical solutions and best practices to build a knowledge base for client requests.

Experience working in an agile, fast-moving development environment, preferably startup

2+ years’ people leadership experience, leading a support or operations team

Education

Bachelor's degree or equivalent combination of education and experience required

Additional Information

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $80,000 to $95,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/

#J-18808-Ljbffr