Overview

The purpose of this position is to provide a high-quality support service to Altera's clients across product line(s) and/or businesses through a team of well-trained and effective support analysts to help build, maintain, and improve customer satisfaction to a level that the customer will act as a sales reference site.

This is a Remote role in the US.

Responsibilities

• Exercises independent judgment and discretion in planning and organizing customer support activities to ensure customer satisfaction.
• Manages and directs the activities of the customer support staff.
• Ensures subordinates receive adequate training to perform duties and responsibilities effectively.
• Responsible for hiring, training, rewarding and disciplining subordinates.
• Interprets and administers company policy for team members.
• Monitors support metrics and adjust priorities as appropriate.
• Responds to escalated customer issues and resolves in a timely manner.
• Communicates critical customer issues, metrics and known issues to senior management in a timely manner.
• Timely report outs of exec summaries/presentations with focus on content appropriate for the audience.
• Proactive mindset with timely exec reachouts.
• Problem Management mindset with the desire and curiosity to arrive at true root cause
• May perform responsibilities of subordinates in their absence.
• Works with leads to ensure staffing is adequate to handle call volume.
• Focal point for all Support activities of the assigned Allscripts products, territories, and/or accounts, regardless of business ownership.
• Ensure common customer metrics are maintained and monitored (example: SLA/PSP) and report monthly to identify potentially dissatisfied customers.
• Visiting customer sites and User groups to continually keep abreast of views on customer satisfaction with Allscripts support services.
• Promotes and maintains a high quality, professional, service-oriented image among Manages customer expectations regarding resolution of their service issues.
• Generates new and improved procedures to improve customer service and customer expectations. Identifying weaknesses and opportunities to improve the Allscripts Support service operation, create and be part of, or lead, project team to deliver improvements.
• Helps analyze feedback from customer loyalty surveys and take appropriate actions for resolution.
• In conjunction with Regional Support Managers, Regional Service Managers and Development Managers, develop and improve standard Operational Level Agreements for new and existing vendor/supplier relationships to improve service levels.
• Improves productivity of global/regional support through process improvement, training and talent management.
• Works with development to ensure that fixes are delivered to clients on schedule and adhere as closely as possible to the current service level standard.
• Responsible for the design, implementation, and maintenance of the team's and/or product business continuity plan to ensure continuity of support at all times.
• Ensure accurate information is provided to the Development team to allow them to correct the software without having to refer to the originating customer.
• Ensure regular up-to-date accurate information is recorded in the call logging system (e.g. com) so that customers can see progress on the support cases.
• Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer Ensures that these are passed on to the appropriate groups for action to drive increased revenue.

Management Responsibilities:

• Leads strategic initiatives with Management to improve team effectiveness and efficiencies to drive business cost saving.
• Leads architecture, documentation, and review of business process, and technology and product design.
• Ensures that the problem management information is complete and reflects accurate errors, descriptions, and accountability in the system.
• Identify and recruit internal/external talents to ensure an effective mix of competencies.
• Induct new joiners to quickly maximize performance.
• Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance.
• Allocate workload to fully utilize every employee's talent.
• Implement development plans and coach for individuals to reach their maximum talent.
• Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner.
• Recognize high performers to maintain motivation and retain key talent.
• Regularly communicate on company news and team progress against business plan.
• Develop team spirit and engaged teams in a high-performance work culture

Qualifications

Academic and Professional Qualifications:

• Baccalaureate or Graduate degrees in Business, Finance, or Computer Science or relevant work experience.

Experience:

• 5 years successful experience of managing or working within a helpdesk or product support environment; or
• Minimum 5 years' experience in developing, supporting, or using healthcare software with 2+ years relevant working experience in a healthcare organization.
• Strong customer support skills with demonstrated ability to deal effectively with escalated customer concerns.
• Demonstrated success in leadership, management, and development of high-performing teams.
• High level of verbal, written, and presentation skillset.

Travel Requirements:

• May require local travel
• May require other travel for business needs

Working Arrangements:

• Work is performed in a remote environment with minimal exposure to health or safety hazards