Senior Manager, Customer Support

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. 

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

Who we are looking for:

The Senior Manager, Customer Support is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. The manager in this role is tasked with developing the team that delivers a top tier customer experience through support and maintenance of applications with Brightree products.

Responsibilities

• Lead a technical team of support analysts working closely with Product and Development on complex and technical issues

• Drive a passion for the customer and the importance of the role the team plays in the overall success of Brightree

• Provide people leadership, including hiring, training, mentoring and developing top talent for a remote customer support team

• Give direction to team members for process improvements, methodology and support initiatives based on experience, knowledge and technical skills

• Manage and track metrics for issue resolutions and suggestions of product enhancements; hold the team accountable to metrics

• Work closely with customers to ensure we are providing solutions that meet their needs through customer sponsorship, site visits, surveys

• Conduct meetings with selected vendors to review open action items

• Work cross functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered and foster collaboration and communication between support team members and other areas of the organization

• Manage on-boarding by establishing policies and processes for initial and continued education for the customer support team members

• Provide monthly measurable data to leadership with Key Process Indicators (KPIs) on support processes to drive continual process improvement

• Monitor and drive performance of the team, and prepare relevant reports for senior management

• Manage customer and inter-departmental escalations through to a successful resolution

• Participate in and be a valuable contributor to strategic business planning and workforce planning activities

• Translate the businesses short-, medium- and long-term strategy into deliverable objectives for the team

• Identify and address people issues, and adhering to HR processes

• Manage escalated issues and provide direction

• Occasional travel

Skills and Qualifications

• Minimum of 5 years leading teams in an application support, SaaS customer support, or call center environment with people development responsibilities

• Bachelor’s degree in finance, business, healthcare, technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered

• Experience in HME, Home health or healthcare industry

• Ability to build and maintain successful teams with varied talent and skill sets, e.g., advisors, analysts, consultants and business relationships, with strong influencing skills

• Proven ability to work independently as a support leader providing strategic input to develop and grow the talent of the support staff

• Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision

• Highly organized with the ability to manage and drive change

• Demonstrated experience managing customer service process improvements with measurable positive outcomes

• Possess a passion for customer service, exceeding goals, and leading change management

• Ability to retrieve, document, interpret and analyze data to derive key insights, trends and process improvem