Senior Manager, Client Technical Support

Abacus Insights is a mission-driven, rapid growth-stage technology company focused on transforming the healthcare payer industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights that address their customers' needs. Our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met.

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these health insurance payers can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.

Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million by leading VC firms who have deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in an industry that is ready for disruption. We're growing quickly and would love for you to be a part of it!

 

About the Role: 

We are seeking a highly motivated and experienced Senior Manager, Client Technical Support to lead a team of technical account managers in driving product adoption, customer support, customer satisfaction, long-term retention, and delivering exceptional service to our clients.  This role also manages a team of incident managers responsible for managing high severity production outages.  This role is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously improving support processes and team performance.  This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions.  A successful candidate has experience and practical knowledge to support clients in the following areas:

• Leading and managing a technical support team for external customers. 
• Healthcare data and software for payers, PBMs, or third-party administrators.
• Technical support and triage of complex technical problems experienced by the client.
• Managing product performance against a set of client SLAs.
• Managing and coordinating UAT (User Acceptance Testing).
• Promoting a product’s capabilities based on the customer’s needs.
• Organization and project management skills.
• Managing client relationships and coordinating deliverables.

 

Responsibilities:

Team Leadership & Development

• Lead and mentor a global team of Technical Account Managers (TAMs) that are responsible for ensuring the client’s production environment operates optimally and within client SLAs.
• Lead and mentor a global team of Incident Managers responsible for managing a client’s production issues to resolution following a defined incident management process.
• Set performance goals, conduct regular reviews, and support career development.
• Foster a culture of customer advocacy, technical excellence, and continuous improvement.

Client Support Operations

• Oversee daily operations of the client technical support team, ensuring SLAs and KPIs are met, and production issues are resolved.
• Manage escalations and ensure prompt resolution of complex technical issues.
• Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
• Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
• Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan.

Technical Enablement

• Guide clients through technical implementations, integrations, and optimization.
• Management and coordination of client UAT.
• Translate complex technical concepts into actionable insights for clients.
• Collaborate with product and engineering teams to influence roadmap based on client feedback.

Process Improvement

• Develop and refine customer success processes, playbooks, and KPIs.
• Identify and implement improvements in support workflo