Manager, WaveMark Customer Success

$103,500 - $155,295/Yr

Cardinal Health - Richmond, VA

Full-time - Mid Level

Remote - Richmond, VA

Merchant Wholesalers, Nondurable Goods

About the position

The WaveMark Customer Support-Success Manager is responsible for leading the Customer Support team, ensuring comprehensive support and superior customer experience for WaveMark's healthcare clients. This role involves overseeing various support levels, managing processes, and collaborating across teams to drive quality outcomes and continuous improvement in customer service.

Responsibilities

• Support the strategic direction of WaveMark and provide leadership to the Customer Support team.
• Work collaboratively across organizations to drive quality, successful and efficient outcomes for WaveMark customers.
• Build a strong team environment, fostering a culture of teamwork, collaboration, continuous improvement, and customer service excellence.
• Recruit, hire, develop, and maintain a high-performing team.
• Provide leadership, management, and oversight of the Level I, Level II, and Level III teams.
• Develop and manage account management processes and tools, creating technical documentation for troubleshooting complex support issues.
• Drive increased efficiencies in case resolution processes.
• Define, measure, and ensure compliance with established service level agreements for time and quality of case resolution.
• Maintain focus on continuous improvement activities and effectively partner cross-functionally to drive continuous improvement of customer support.
• Champion adherence to policies, procedures, and security protocols for the protection of Cardinal Health, the WaveMark business, and our customers.
• Establish effective practices, tools, and standards for communicating information to relevant WaveMark teams and cascading guidance to Customer Support staff.
• Collaborate with the Director and Senior Managers of Customer Success to ensure wrap-around support for all levels of customer stakeholders at all stages of their WaveMark journeys.
• Cultivate expertise with all aspects of the WaveMark solution, including both core existing functionality and new features as they are released, and foster competency within the team.
• Work collaboratively with internal and external teams including Operations, Customer Service, and Engineering during the deployment process and identify opportunities post go-live for improved analytics and enhancements.

Requirements

• Bachelor's degree or equivalent work experience preferred.
• Experience with Software as a Service (SaaS) customer support strongly preferred.
• Proficiency using SalesForce reporting and management tools to measure improvement, identify issues, and streamline team performance.
• Experience in customer service support, account consulting, or healthcare supply chain preferred.
• Minimum 5 years managing remote teams with accountability for large, complex organizations preferred.
• Advanced knowledge and understanding of project management methodologies and relevant clinical and IT operations.
• Experience guiding customers through solution adoption and change management.
• Demonstrated ability to develop and communicate complex concepts & strategy in a clear and concise manner to a variety of audiences, including senior leadership.
• Proven leadership capabilities, including ability to manage diverse personalities/skill sets in a changing environment.
• Strong written and verbal communication skills at all levels of an organization.
• Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word).
• Customer success, problem solving, and analytical skills required.
• Experience in change management or Lean Six Sigma background preferred.
• Experience delivering large scale solutions.

Nice-to-haves

• Experience in change management or Lean Six Sigma background preferred.

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs