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Phreesia // customized patient intake for medical practices
 
Remote (U.S. or Canada)    Posted: Saturday, February 27, 2021
 
   
 
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JOB DETAILS
 

Phreesia is looking for a Manager of Support to join our team!

This role is accountable for leading our remote Integration & Product Support teams, ensuring quick collaboration & resolution on client cases with a focus on driving timely communication, quality documentation, root cause & overall satisfaction. Through leadership of the Integration & Product Support teams, you are accountable for ensuring that we are achieving business KPIs aligned with all support levels. Additionally, you are responsible for roll out & execution of initiatives that are determined to be the standard of quality for Phreesia Support. As a Manager of Support you will also work directly with our customers & multiple Phreesia internal teams to present new processes, analysis & address escalations. 

 
What Youll Do:

  • Manage, maintain and lead a remote, high performing collaborative support team by meeting key KPIs, objectives & customer support initiatives 
  • Coach and mentor both early career and tenured support agents using best practice troubleshooting methodologies 
  • Recognize & address gaps in performance through regular coaching and constructive feedback to ensure team alignment with support organization objectives 
  • Responsible for managing current support processes & objectives & holding support team members accountable for following these processes 
  • Work with support leadership to ensure overall support health KPIs are meeting expectations & resulting in a collaborative customer support experience   
  • Identify areas of improvement within the current collaborative support model & work with peers, operations and business systems teams to drive the recommended improvements 
  • Constructively address enterprise client concerns & feedback related to customer support/technical issues. This may require preparing & presenting a case analysis tailored to the client's feedback/concerns 

What You'll Bring:

  • University Bachelors degree required 
  • Minimum 3 years experience in customer service, professional services or technology industries, preferably within a SAAS environment 
  • Experience in providing exceptional technical support to enterprise level customers 
  • Experience building and growing a high performing technical support team  
  • Demonstrated ability to lead & mentor within a technical support capacity  
  • Excellent communication (written & verbal), interpersonal & relationship building skills 
  • Superior client escalation & management skills 
  • Exceptional ability to analyze, visualize and present data to key internal/external stakeholders 
  • Strongcommunication, both verbal & written, with executive presence & the ability to influence across functions & at all levels of an organization 

Who We Are:

At Phreesia, were committed to helping healthcare organizations succeed in a fast-changing landscapeand we need smart, passionate people to help us do it. Our innovative SaaS platform offers our clients a suite of applications to manage the intake process, giving them the tools to engage patients, improve efficiency, optimize staffing and enhance clinical care. 

Basically, what you do here matters, & hard work does not go unnoticed. Not only does Phreesia care about our clients, we also care about our employees. In fact, were a three-time winner of Modern Healthcare magazines Best Places to Work in Healthcare award. If youre interested in consistent feedback & recognition, defined career paths, & the opportunity to work with driven & engaged colleagues in a dynamic industry, this may be the right opportunity for you. 

Benefits & Perks:

  • Remote work environment 
  • Variety of health plan options, dental/ vision coverage, & short/long-term & life insurance plans 
  • 401(k) savings plan (USA) or RRSP plan (Canada) 
  • Unlimited vacation 
  • Home office set-up stipend 
  • Mobile phone stipends & Internet reimbursement 
  • 100% paid parental leave to our U.S. employees, as well as a generous parental benefit to our employees in Canada. 
  • Tuition & certification reimbursement, as well as other professional development opportunities 

 

We strive to provide a diverse & inclusive environment & are an equal opportunity employer. 

 
 
 
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