The Senior Manager, Enterprise Solution Support will serve as a critical liaison between Aledade’s largest healthcare practice clients and our internal product, technology, and analytics teams. This individual will leverage a deep understanding of both Aledade’s technical offerings and client workflows to ensure customers maximize their use of our tools. Responsibilities include first-level troubleshooting, issue triage and documentation, creative problem-solving, and process improvement. This role will directly support client satisfaction and operational success by ensuring robust, efficient, and effective use of Aledade’s solutions across our enterprise clients.
Primary Duties:
Client Support & Troubleshooting: Act as the primary technical point of contact for enterprise practice clients, providing prompt and effective solutions to technology and analytics issues, and ensuring issues are resolved or escalated appropriately. Educate clients (and internal users as needed) on effective tool use, best practices, and new functionality to maximize technology adoption and usage of analytics tools. Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.
Process Improvement: Develop, document, and maintain standard operating procedures (SOPs) for common issues and requests, streamlining problem resolution and allowing for more self-serve resolution over time. Train other internal members within Aledade on adhering to those SOPs for issue.
Issue Triage and Communication: Proactively monitor, organize, and prioritize client-reported issues; clearly document for product management (PM) and relevant internal teams; regularly update stakeholders on progress and resolution timelines. Gather and synthesize user feedback to inform future product+analytics enhancements and participate in cross-functional projects aimed at improving the client experience.
Minimum Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field preferred; equivalent experience considered.
- Experience: Minimum of 5+ years in a Customer Success, Implementation Specialist, or similar role supporting enterprise SaaS product deployment. Experience in healthcare or health IT environments required.
Technical Skills: - Proficiency with web-based platforms, API integrations, and enterprise-class software solutions.
- Familiarity with troubleshooting methodologies, product workflows, and IT best practices.
- Strong ability to work with analytics tools like Tableau to come up with self-serve insights.
- Client Management: Experience in direct technical support or customer-facing roles, with a proven track record of building relationships and managing client expectations.
- Project Management: Demonstrated ability to track, prioritize, and coordinate multiple issues to resolution using ticketing systems or project management tools (e.g., JIRA).
Preferred Knowledge, Skills and/or Abilities:
- Analytical Thinking: Strong critical thinking and problem-solving skills; able to rapidly identify and resolve technical issues and root causes.
- Communication: Excellent verbal and written communication skills; able to convey complex technical information to both technical and non-technical stakeholders.
- Organization: Meticulous attention to detail; able to manage competing priorities and follow through to resolution.
Initiative: Self-starter with a passion for client service and continuous improvement. - Collaboration: Collaborative team member who brings a client-centric approach and works closely with product, engineering, and support teams.
- Flexibility: Comfortable working in a fast-paced, evolving environment with the ability to adapt to changing client needs and technologies.
Physical Requirements:
Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
