Mgr, Customer Support

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview  

The Manager, Customer Support, reporting to Senior Manager, Customer Support, acts as a liaison, consultant, and partner to deliver to Customers under dedicated support a seamless support experience. This individual will assist with the overall execution of the company's business plan and achievement of its strategic objectives. You’re a proven, hands-on leader who has a passion for achieving a high-performing service model. You will influence and partner cross-functionally with team members from Operations, Product, Customer Success, and Engagement Solutions, and leverage other teams within the organization as needed. Demonstrating our cultural cornerstones while fulfilling this role is essential. 

A day in the life… 

• Establish and prioritize objectives to ensure synchronized processing and handling of tickets within established turnaround times for the dedicated customers. 

• Directly responsible for team meeting all performance and metrics goals. 

• Administer coaching for team members to ensure alignment on performance expectations. 

• Deliver annual performance reviews and quarterly check in’s with team members to ensure proper performance levels are met and team career progression opportunities are communicated. 

• Proactively provide customer insights and possible customer improvement opportunities - based on data and trends – for both internal and customer-facing discussions and strategic planning 

• Assist in effective decision-making and ensure alignment and prioritization across business units. 

• Ensure cross-functional alignment across internal business units and external Health Plan Partners 

• Define process for reporting on progress, as well as identifying and addressing risks and interdependencies 

• Support Sr Leadership team in aligning short-to mid-term strategies to support overall dedicated Segment strategy 

• Drive operational excellence through identification and execution of opportunity areas that create efficiency, remove obstacles, or create improved processes and approaches to the business 

• Serve as customer SME for other cross-functional teams; including COR, Practice Leads, Operations, Claims & Benefits, Engagement Solutions, etc. 

• Collaborate cross-functionally providing service expertise to our Learning & Development team for training materials, new hire learning experience, and Development Center