Manager, Technical Account Management
•Samsara· 9h
SupportFull-time$87k-113kAmericas
9h ago
Modernizingmedicineinc·about 2 months ago
We are united in our mission to make a positive impact on healthcare. Join Us!
Who we are:
We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed's global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.
ModMed is hiring! A Manager in Product Support must solve a diverse set of problems, managing team performance and morale under high-pressure workloads, optimizing support processes to handle growing ticket volumes efficiently, and bridging communication gaps between customers, support staff, and cross-functional teams like engineering and product management. They tackle inefficiencies in workflows, address misaligned priorities across departments, and analyze support metrics to drive improvements, while also managing escalations and customer expectations to maintain satisfaction and prevent churn. Additionally, they must adapt to product updates, advocate for customer-driven enhancements, and ensure consistent service delivery across global customer bases, requiring strong analytical, leadership, and communication skills.
Your Role:
Team Leadership:
Manage, mentor, and develop a team of product support specialists, setting performance goals and providing regular feedback.Customer Support Excellence:
Oversee timely and effective resolution of customer inquiries, technical issues, and escalations, ensuring adherence to SLAs.
Process Optimization:
Design and implement support workflows, knowledge bases, and tools to improve efficiency and customer experience.
Performance Metrics:
Monitor and report on key support metrics (e.g., response time, resolution rate, CSAT) to drive team accountability and service quality.
Cross-Functional Collaboration:
Work with product management, engineering, and QA teams to communicate customer feedback, identify bugs, and influence product enhancements.
Training & Development:
Develop training programs to ensure the team stays updated on product features, troubleshooting techniques, and customer service best practices.
Issue Escalation Management:
Handle complex or high-priority customer issues, coordinating with stakeholders to resolve critical cases.
Customer Advocacy:
Act as the voice of the customer, advocating for product, Is responsible for driving innovation by contributing to the design and implementation of new support processes and workflows to enhance efficiency and customer satisfaction.
Education Level: Bachelor’s degree (Hospitality, Healthcare, Computer Science)
Skills & Requirements:
ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
India
United States
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ([email protected]). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
