Manager CX Services - Reporting
- Sunquest Information
- 6 - 10 years
- Bengaluru
- 1 year ago
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Job Description
Ensures that reporting staff acts as the clients technical advocate within the company by promoting ideas that contribute toward a more efficient and productive implementation of CLINISYS products for the clients
Ensures that reporting staff understands the various deployment options of CLINISYS products and interface options. Then maps these options to meet client business needs
Ensures that reporting staff creates and executes detailed technical checklists and processes to facilitate the implementation of CLINISYS products and services
Ensures that reporting staff analyzes clients business rules and effectively communicates them to development, product management, documentation, support, and other individuals or teams
Ensures that reporting staff assists in the development of test plans for alpha and beta phases of the implementation, based on client specific business models
Ensures that reporting staff analyzes technical issues and develop creative solutions which minimize risk and ensure the successful deployment of software solutions
Ensures that reporting staff prepares and provides product demonstrations for clients
Ensures that reporting staff prepares and provides product training for clients
Ensures that reporting staff develops solutions and educates clients in the various stages of the product and service implementation cycle
Ensures that reporting staff assists project managers in preparing project plans, client business model analysis, design specifications and proof of concept documents.
Ensures that reporting staff is trained and mentored
Provides technical oversight, advice and problem resolutions to team members.
Provides input towards process improvement plans for Client Services department. Ensures that reporting staff assists in responding to or reviewing technical Request for Proposal (RFP) or sales proposals to support Sales process.
Ensures that reporting staff consults with clients and external data source/destination vendors to determine interface requirements
Ensures that reporting staff designs and develops interface solutions to meet the requirements given constraints such as limited client resources, time deadlines and technological impediments
Ensures that reporting staff analyzes and documents interface specifications
Ensures that reporting staff tests, deploys and validates interfaces
Ensures that reporting staff promotes and maintains a positive relationship with other client service staff and departments to support the successful implementation of CLINISYS products and services
- Ensures that reporting staff identifies risk to the organization and communicates that risk to management, and protect confidential information, including, but not limited to, business trade secrets and protected health information
- Ensures that reporting staff adheres to CLINISYS policies and procedures
Assigns tasks
Measures individual and team performance
Performs Individual reviews
Establishes career objectives and education/training goals for reporting staff
- Is personally responsible to ensure that required activities are performed when responsible reporting staff members fail to perform as required Performs other assigned duties
Supervisory Responsibilities:
This position supervises a team of Report Analysts and Testers. The person reports directly to Senior Manager, Shared Services
Requirements - General:
Is highly organized with the ability to learn quickly, and understand and explain technical information
Works effectively under intense pressure to meet the demands of resolving critical technical issues that address client business needs
Can effectively communicate and understand complex concepts using verbal and written English
Receives constructive criticism unemotionally and uses it to improve
Has good interpersonal skills
Is extremely motivated
Has the ability to multi-task
Has strong time management and organizational skills
Has the ability to work remotely as needed while being able to continue business operations as if working from a main office.
Has the flexibility to, on occasion, work off hours/weekends in order to meet client needs and go-lives
Is able to conduct overnight travel to client sites - approximately 20%
Requirements - Technical:
Skilled in Microsoft Windows, Microsoft Office (Word, Excel, Outlook, Visio), and standard office equipment.
Has a working knowledge of medical laboratory workflows
Preferred Skills / Experience:
- Proficient in XSLT, HL7, HTML, Javascript, SQL
- Working knowledge of:
- Windows O/S
- VB.NET, C++, C#, ADO.NET, ASP.NET
- Telerik or similar report writing technology
- Databases technologies
- IT/Network services
- Project Management skills
- Software development experience
- Data migration experience
- Technical support experience
Education and / or Experience:
B.S. in computer science, Clinical Laboratory Science or related field; equivalent work experience will be considered
3+ years supervisory experience
5+ years related experience (e.g. software development; analysis or implementation in a customer facing role) or 3+ year relevant CLINISYS experience OR a combination of education and related working experience form which comparable knowledge and skills can be acquired.
Ability to overlap UK (Complete) and US working hours (Partial). Needs to work UK shits 2:00 AM IST to 10:00 PM IST.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & Operations, Role Category: After Sales Service & RepairRole: Service ManagerEmployement Type: Full timeContact Details:
Company: Sunquest InformationLocation(s): Bengaluru+ View Contact
Keyskills: Product management C++ Process improvement XSLT Visio RFP Technical support SQL Business operations
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Sunquest Information
Sunquest Information Systems Inc. provides diagnostic informatics solutions to laboratories worldwide. Since 1979, Sunquest has helped laboratories and healthcare organizations enhance efficiency, improve patient care, and optimize financial results. Our capabilities include multi-site, multi-discip...
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