Manager of Customer Success and Support - Transport.net

$85,000 - $90,000/Yr

Global Medical Response - Tallahassee, FL

Full-time - Mid Level

Tallahassee, FL

Ambulatory Health Care Services

About the position

The Manager of Customer Success and Support at Transport.net plays a crucial role in leading a team that supports customers using medical transport technology. This position focuses on ensuring customer success, maintaining revenue, managing relationships, and driving continuous improvement in support functions. The manager will oversee a team of specialists, implement strategies for customer retention, and collaborate with various departments to enhance service delivery.

Responsibilities

• Manage a team of Customer Support Specialists overseeing support of air & ground ambulance medical transport technology customers.
• Implement policy and strategy to ensure customer support and retention targets are met.
• Collaborate with the Director of Transport.net Implementation & Support to create effective support policies and strategies.
• Work with other managers and teams to develop standardized policies and procedures across portfolios.
• Analyze data and report on customer support progress and retention goals, identifying and solving impediments.
• Oversee active customer relationships and ensure responsiveness to customer needs.
• Review and test new system functionalities and recommend improvements.
• Act as a liaison between end-users, technical analysts, and leadership to facilitate optimal performance.
• Coach and provide leadership to direct reports, fostering their growth and development.
• Lead customer implementation & support projects as time permits.
• Interact with customers to gather and document business requirements and challenges.
• Collaborate with teams to design solutions to customer challenges.
• Develop comprehensive requirements for new systems and enhancements.
• Assist with creating proposals and responding to RFPs for new systems and operational improvements.
• Create detailed procedures and training materials.
• Adhere to company policies and comply with information systems security protocols.

Requirements

• High School diploma or GED required; Bachelor's degree in business, technology, or related field preferred.
• 2+ years implementing/supporting systems/solutions in the medical transportation space preferred.
• 2+ years managing multiple simultaneous technology projects preferred.
• Demonstrated ability to lead cross-functional teams on successful projects.
• Experience interacting with customers, defining requirements, and delivering on commitments.
• Medical transportation and/or clinical experience preferred.
• Understanding of the relationship between people, processes, and technology in service delivery.
• Proficient in developing business process specifications and project documentation.
• Familiarity with software and tools including Outlook, MS Teams, Excel, and Smartsheet.
• Self-motivated with excellent communication and problem-solving skills.

Nice-to-haves

• Experience in the medical transportation industry.
• Familiarity with project management methodologies.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off