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Salary
About Us:
Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.
If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!
About the Role:
As the Senior Director of Customer Support, you will lead our Customer Support division, integral to our SaaS framework. Reporting to the SVP of Operations, your mission will be to deliver superior Customer Support, translating customer feedback into actionable insights that drive product and technology improvements. Your strategic vision will be crucial in elevating our customer service standards, ensuring effective resolution of inquiries, and achieving outstanding customer satisfaction levels.
Responsibilities:
- Scale and manage our Customer Support team, offering mentorship and coaching to ensure service excellence.
- Define and oversee KPIs to evaluate the support team's performance and efficiency.
- Formulate and execute a Customer Support strategy that aligns with our growth.
- Collaborate across the business to develop a cohesive customer satisfaction experience.
- Work closely with Product and Technology departments to prioritize customer needs in the product development roadmap.
- Lead initiatives to enhance the customer experience and streamline support operations, using data-driven insights.
- Implement cutting-edge solutions and technologies to improve support efficiency.
- Foster strong relationships with customers, acting as the main contact for escalated issues and significant concerns.
- Bachelor’s degree in business, Computer Science, or related field; Master’s degree preferred.
- Over 10 years in customer-facing roles, with a minimum of 5 years in a leadership capacity.
- Demonstrates success in a fast-paced, B2B SaaS environment.
- Exceptional problem-solving, strategic planning, and leadership skills.
- Excellent communication skills and proficiency in customer service software, databases, and tools.
