Manager of Customer Success and Support - Transport.net

$85,000 - $90,000/Yr

Global Medical Response - Tallahassee, FL

Full-time - Manager

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 service delivery. The manager will oversee technical and user support functions while collaborating with cross-functional teams to enhance customer experience and operational efficiency.

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 retention targets are met.
• Collaborate with the Director - Transport.net Implementation & Support to create effective customer support policies.
• Analyze data and report on customer support progress and retention goals.
• Oversee all active customer relationships and ensure responsiveness to customer needs.
• Lead reviews and testing of new system functionalities and software versions.
• Act as a liaison between end-users, technical analysts, IT professionals, and leadership.
• Coach and provide leadership to direct reports, fostering their growth and development.
• Directly lead customer implementation & support projects as time permits.
• Interact with customers to gather and document business requirements.
• Collaborate with various teams to design solutions to customer challenges.
• Assist with creating proposals and responding to RFPs for new systems and operational improvements.

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.
• Proficient in developing business process specifications, testing methods, and project documentation.
• Familiarity with software and tools including Outlook, MS Teams, Excel, and Smartsheet.

Nice-to-haves

• Medical transportation and/or clinical experience preferred.
• Strong communication and problem-solving skills.
• Self-motivated with a strong sense of accountability and results orientation.

Benefits

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