Manager, Application Support

Overview: The Manager, Application Support provides day-to-day tactical and personnel management of the Customer Support team to include managing productivity, personnel, and technical product issues. This position leads the team to enhance the overall customer experience while achieving departmental and company directed goals.

Duties and Responsibilities:

• Directly manages 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;


• 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;


• 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.


• Maintains compliance with Inovalon’s policies, procedures, and mission statement.


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


• Fulfills 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 5 years' experience in customer facing support roles


• Minimum 2-2 years leading customer-facing support teams with a commitment to providing superior customer experiences;


• 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.

Education:

• Bachelor’s degree in business management or relevant field of study.

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;


• Travel for this position will require business travel to other locations up to 25%.