Director, Customer Product Support Services

The Director of Customer Product Support Services maintains all policies and procedures that produce high-quality customer service delivery that reflects industry best practices.

Implements systems to capture and report on service metrics, including customer feedback or trends in product or service issues.

Additionally, aligns customer service activities and initiatives to support and enhance the objectives of the organization.

You will interact and collaborate with senior leaders across the organization and represent the Support team within Team Fusion.

Lead the day-to-day activities of the Support Team by providing strong leadership, coaching and mentoring:


*  Oversee the support strategy and execution to meet/exceed customer expectations for quality and service and provide a positive customer experience.


*  Motivate and manage a high-performing team and provide mentoring as a cornerstone to customer success.


*  Strategically assess, plan, and execute initiatives to constantly improve processes, workflows, tools, and team bandwidth to scale and support growth efficiently.


*  Establish and track productivity and performance standards for the department and team members.


*  Ensure that clients receive exceptional service and technical support, with the ability to handle unresolved and escalated issues promptly and appropriately directly with clients.


*  Build relationships with internal/external business executives, influencers & decision-makers to stay connected to critical updates within and between department initiatives and customers.


*  Identify continuous improvement opportunities surrounding the support organization, leading to improved customer experience and YoY cost reduction opportunities.


*  Serve as an adaptive leader who adjusts to the situation and utilizes critical thinking to analyze and resolve multi-dimensional challenges.


*  Escalation point person for the support team and customers.


*  Oversight of staffing structure and on-call services


*  Ongoing staff reviews, providing learning paths - leveraging the Internal Training department to coordinate, assess and support employees' training needs and gaps. 

Minimum Qualifications: 


*  Healthcare Industry Experience


*  Bachelor’s degree or equivalent work experience


* 5 years of experience managing a Customer Support Team/organization


* A leader with strong strategic and creative thinking, work ethic, organizational, project management, and decision-making skills


* Ability to establish strong working relationships both inside and outside the Company, across all levels of management; ability to work collaboratively and independently.


* Effective client-facing communication and ability to articulate future vision and opportunity of the business.


* Demonstrated leadership and management skills; creates a climate where people are motivated to be their best to help the organiz...