Company
Healthcare
SeniorManager(EnterpriseSolutionSupport)
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Manager (Enterprise Solution Support). Skills: Customer Success, Technical Support, Client Relationships. Act as primary technical liaison for enterprise healthcare. Provide timely support, troubleshooting, and escalation management”
What You'll Achieve.
Improve adoption; Optimize usage; Streamline issue resolution; Enable scalable self-service support; Ensure consistent execution; Ensure service quality
Industry & Context.
Root cause analysis; Problem-solving; Troubleshooting
What They're Looking For.
Must Have
Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or related field, 5+ years of experience in Customer Success, Implementation, Technical Support, or similar roles, Experience in healthcare, health IT, or related regulated environments, Solid technical understanding of web-based platforms, APIs, enterprise software systems, and troubleshooting methodologies, Experience working with analytics tools such as Tableau or similar platforms, Proven ability to manage client relationships, set expectations, and deliver high-quality technical support, Analytical and problem-solving skills, Experience using ticketing or project management tools such as Jira, Excellent communication skills, Organizational skills, Ability to manage multiple competing priorities, Self-starter mindset, Ability to thrive in fast-paced, evolving environments
Nice to Have
Equivalent practical experience
What You'll Do.
Act as primary technical liaison for enterprise healthcare
Provide timely support
and escalation management
and resolve client-reported problems
Ensure clear documentation and communication with internal teams
Guide clients and internal users on platform functionality
Guide clients and internal users on best practices
Guide clients and internal users on new features
and maintain standard operating procedures
and manage incoming client issues
Ensure timely resolution and stakeholder updates
Collaborate cross-functionally with product
Relay client feedback to support platform enhancements
Design process improvements
Implement process improvements
Design workarounds to enhance system performance
Implement workarounds to enhance client experience
Train internal teams on SOPs
Train internal teams on support processes
Identify recurring issues
Recommend long-term solutions
How You'll Work.
Team & Collaboration
Internal product teams; Internal engineering teams; Product teams; Engineering teams; Analytics teams
Communication Scope
Explain technical concepts
Process & Methodology
Ticketing systems, Project management tools
Full Job Description
## Accountabilities Act as the primary technical liaison for enterprise healthcare clients, providing timely support, troubleshooting, and escalation management for platform and analytics-related issues. Diagnose, triage, and resolve client-reported problems while ensuring clear documentation and communication with internal product and engineering teams. Guide clients and internal users on platform functionality, best practices, and new features to improve adoption and optimize usage of enterprise tools. Develop, document, and maintain standard operating procedures (SOPs) to streamline recurring issue resolution and enable scalable self-service support. Monitor, prioritize, and manage incoming client issues using structured ticketing systems, ensuring timely resolution and stakeholder updates. Collaborate cross-functionally with product, engineering, and analytics teams to relay client feedback and support platform enhancements. Design and implement process improvements and workarounds to enhance system performance and client experience. Train internal teams on SOPs and support processes to ensure consistent execution and service quality. Contribute to continuous improvement initiatives by identifying recurring issues and recommending long-term solutions. Requirements: Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field (or equivalent practical experience). 5+ years of experience in Customer Success, Implementation, Technical Support, or similar roles within enterprise SaaS environments. Strong experience in healthcare, health IT, or related regulated environments is required. Solid technical understanding of web-based platforms, APIs, enterprise software systems, and troubleshooting methodologies. Experience working with analytics tools such as Tableau or similar platforms to generate insights. Proven ability to manage client relationships, set expectations, and deliver high-quality technical support in enterprise sett
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