Director, Application Support

Overview:  The Director, Application Support manages the customer facing support organization for our customers. Responsibility includes the support of our new and existing customers who utilize Inovalon ONE Platform as well as troubleshooting technical problems.

Duties and Responsibilities:

• Work with leadership to develop strategies to improve and maintain a high standard of customer satisfaction;


• Implement and support a service model and standards across the team to continuously improve our Customers Total Customer Experience;


• Create, measure and exceed service standards and key performance metrics for customer and partner interactions;

• Oversee a team of support personnel including setting clear objectives, evaluating progress, and instilling a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues; implements procedures and metrics pertinent to the effective and efficient operation.


• Develops and refines standard operating procedures for ticket management, monitoring, alerting, and incident management processes;


• Identifies and develops key performance standards and metrics to drive desired culture and work to ensure their achievement. Analyzes, evaluates, monitors, and reports department operating performance data to include communicating analyzed results to senior management.


• Serves as point of escalation for customers to resolve highly complex problems; collaborates with cross functional teams to resolve escalated customer complaints.


• Stays abreast of new product developments and tactical direction to the business regarding technical support challenges; provides documentation and specific product suggestions influencing product direction.


• Manages operational and communication impacts of planned changes, outages, and technology emergencies.


• Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base;


• Partner with Inovalon’s cross functional teams to provide customer feedback, streamline processes and improve customer outcomes


• Engage directly with our customers to garner feedback and ensure quality of service;


• Implement systems and processes designed to enable scale and support excellence;


• Build upon Inovalon’s Support career framework to enhance the team’s focus on personnel development;


• Maintains knowledge of technology and industry trends and processes and disseminates information to the Customer Support team.

• Maintain compliance with Inovalon’s policies, procedures and mission statement;


• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and


• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.

Job Requirements:

• Minimum 12 years leading customer-facing support teams with a commitment to providing superior customer experiences;


• Minimum 6 years’ experience in a leadership position including managing high performing managers;


• Proven experience working in Support in a growing SaaS-based company;


• Dedicated cross-functional orientation and ability to build relationships with other leaders and teams;


• Creative problem-solving ability and forward-thinking mentality;


• Strong leadership and communication (verbal, written, and presentation) skills;


• Previous experience managing remote teams and ability to develop both in-office and virtual teams;


• Proven ability to execute strategic projects that enhance and support customer support excellence;


• Demonstrated working knowledge of budgets; and


• Experience driving innovation and continuous improvement programs.


• Possess the ability to translate a complex problem into a simpler language for the customer and vice versa.


• Healthcare IT industry experience preferred.


• Ability to identify and analyze operational processes and drive corrective/preventative action plans.


• Ability to deal effectively with changing priorities in a diverse organization.

Education:

• Bachelor's degree or equivalent experience in Technology.

Physical Demands and Work Environment:

• Sedentary work ( i.e. sitting for long periods of time);


• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;


• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;


• Subject to inside environmental conditions; and


• Travel for this position will include less than 5% locally usually for training purposes.