Senior Manager Client Experience Support
- Sunquest Information
- 5 - 10 years
- Bengaluru
- 24 days ago
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Job Description
Sunquest Information Systems is looking for Senior Manager Client Experience Support to join our team- Directs the definition and execution of product support functions, including leading managers to ensure efficient, high-quality processes.
- Manages consistent metrics for the Client Support organization, such as customer support backlog and trends in customer concerns.
- Provides solutions to process issues and implements changes across all staff through education and communication.
- Drives continuous service improvement efforts measured by customer feedback and metrics.
- Plans and allocates resources to ensure team availability to resolve customer issues quickly and within service level standards.
- Develops strong business partnerships with other internal departments and recommends changes to products or services to fulfill customer needs.
- Accountable for talent development of direct staff, including new hire selections, training, appraisals, rewards and recognition, disciplinary action, and ongoing guidance, direction, and mentoring.
- Provides project management oversight for key departmental initiatives and supports the organization by referring clients, providing client information to other departments as appropriate, and responding to inquiries from other areas of the organization.
- Serves as a key member of the senior leadership team in India, representing the Support function in guiding the overarching India strategy and collaborates with other senior leaders to ensure that support operations contribute meaningfully to strategic goals and organizational growth in the region.
- Demonstrated ability to coach, develop, and mentor teams; positive problem-solving mindset, seeking solutions and process improvements to enhance performance.
- Ability to perform detailed analysis, utilize out-of-the-box thinking to identify solutions, demonstrate high-level organizational and communication skills required for all aspects of daily duties, and maintain a continuous improvement mindset and ability to think broadly about business decision implications.
- Demonstrates a foundational understanding of AI technologies and their application in customer support workflows; comfortable leveraging AI tools to enhance team efficiency and customer experience.
Job Requirements
- Bachelor's degree in Computer Science, Information Technology, Laboratory Science, or a related technical discipline.
- Proven track record of building strategic business partnerships, enhancing client satisfaction, and driving process and performance improvements.
- Three years of leadership experience managing cross-functional or geographically distributed support teams.
- Strong familiarity with enterprise software support models, including escalation management, service level adherence, and customer satisfaction metrics.
- Supervisory responsibilities include 8-15 direct reports and 20-30 indirect reports.
- Work is performed in a typical office setting with minimal exposure to health or safety hazards.
- Less than 10% travel may be required to client sites that can pose risks associated with healthcare organizations.
- Moderate lifting/carrying 15-44 lbs., use of fingers, walking/standing 2-6 hours.
- May be required to follow customer location health and safety requirements.
- Benefits: The starting pay range for a candidate selected for this position is generally between X X X a n d Clinisys Commitment to Equal Opportunity: Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: Sunquest InformationLocation(s): Bengaluru+ View Contact
Keyskills: enterprise software project management product support software team management business development keyword driven artificial intelligence sales technical support operations java ai techniques leadership software support communication skills
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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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