NextGen Healthcare
Manager,ClientSupportOperations,Clinicals
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Client Support Operations, Clinicals at NextGen Healthcare. Skills: Client Support Operations, Team Leadership, Operational Execution, Escalation Management, Client Support Outcomes, Process Management, Cross-functional Coordination, Vendor/Stakeholder Management, Operational Metrics, Resource Planning, Continuous Improvement. Lead, coach, and develop Client Support Operations team members, including performance management, goal setting, and professional development.. Participate in hir”
What You'll Achieve.
Deliver high-quality technical and application support to clients.; Ensure team performance, operational execution, escalation management, and client support outcomes.; Ensure support processes are executed consistently.; Ensure service commitments are met.; Ensure client issues are resolved effectively.; Resolve complex client issues.; Improve operational processes.; Enhance the overall client support experience.; Develop team capability.; Maintain operational discipline.; Monitor service performance.; Drive continuous improvement across support operations.; Achieve service levels, response times, and resolution standards.; Support client satisfaction and service quality objectives.; Reduce repeat issues.; Improve processes.; Strengthen the client experience.; Identify operational risks, service gaps, staffing needs, and improvement opportunities.
Industry & Context.
Problem solving, decision making, and operational planning.; Resolve complex issues and escalations with professionalism and ownership.; Analyze operational data and translate findings into actionable improvements.
What They're Looking For.
Must Have
6+ years of experience in technical support, application support, client services, or related operational support roles., 2+ years of people leadership experience with responsibility for coaching, performance management, and team development., Experience managing escalated client issues in a client-facing support environment., Experience using operational metrics and service data to monitor team performance and drive improvements., Experience working cross-functionally with product, engineering, or service teams to resolve complex client issues.
Nice to Have
Experience supporting enterprise software, SaaS platforms, or healthcare technology solutions preferred., ITIL or other service management certification preferred., Leadership, operations, or project management certifications preferred.
What You'll Do.
and develop Client Support Operations team members
including performance management
and professional development.
Participate in hiring
and workforce planning to maintain appropriate staffing levels and team capability.
Manage day-to-day support operations for assigned products or solution areas
ensuring consistent execution of support processes and service standards.
Own operational performance of the Client Support Operations team
ensuring service levels
and resolution standards are consistently achieved.
Utilize AI-driven analytics to identify systemic risks
and adoption gaps that inform enterprise strategy.
Monitor team performance using operational and service metrics and take corrective action when performance targets are not met.
high-impact client issues and escalations
providing clear direction
and ownership through resolution.
Support client satisfaction and service quality objectives by ensuring timely issue resolution
effective communication
and positive client support experiences.
Ensure adherence to service level commitments
documentation standards
and knowledge management practices.
Partner cross-functionally with Product
and other internal stakeholders to resolve client issues and improve support outcomes.
Drive root cause analysis and corrective action planning to reduce repeat issues
and strengthen the client experience.
Use data and performance trends to identify operational risks
and improvement opportunities.
Promote a culture of operational discipline
continuous improvement
Contribute to operational readiness and support planning for new products
or business initiatives.
Prepare and communicate operational updates
and team performance insights to leadership.
Perform other duties that support the overall objective of the position.
How You'll Work.
Team & Collaboration
Partner cross-functionally with Product, Engineering, Platform, Client Success, Training, and other internal stakeholders to resolve client issues and improve support outcomes.; Build credibility and working relationships across teams and leadership levels.
Communication Scope
Communicating effectively with employees, leadership, and clients.; Prepare and communicate operational updates, issue trends, and team performance insights to leadership.
Full Job Description
_**Job Description:**_ The Manager, Client Support Operations leads a team responsible for delivering high-quality technical and application support to clients across assigned products or solution areas. This role is accountable for team performance, operational execution, escalation management, and client support outcomes. The Manager provides day-to-day leadership to ensure support processes are executed consistently, service commitments are met, and client issues are resolved effectively. This role partners cross-functionally with Product, Engineering, Platform, Client Success, and other internal teams to resolve complex client issues, improve operational processes, and enhance the overall client support experience. The position is responsible for developing team capability, maintaining operational discipline, monitoring service performance, and driving continuous improvement across support operations. This role may support one or more product or solution areas such as Clinicals, Technical Performance, Patient Experience, Interoperability, Financials, or other enterprise solutions. * Lead, coach, and develop Client Support Operations team members, including performance management, goal setting, and professional development. * Participate in hiring, onboarding, and workforce planning to maintain appropriate staffing levels and team capability. * Manage day-to-day support operations for assigned products or solution areas, ensuring consistent execution of support processes and service standards. * Own operational performance of the Client Support Operations team, ensuring service levels, response times, and resolution standards are consistently achieved. * Utilize AI-driven analytics to identify systemic risks, performance trends, and adoption gaps that inform enterprise strategy. * Monitor team performance using operational and service metrics and take corrective action when performance targets are not met. * Oversee complex, high-impact client issues and escalati
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