Senior Director of Support or VP of Support - Medrio

Responsible for the organizations key operational objectives for retroactive customer support, self-service learning on the customer Community & LMS systems, elearning strategy and the operation of custom services projects.

Essential Duties and Responsibilities:

Support

• Create and drive forward the people, processes, and technology strategies to manage global customer support tickets and meet SLAs with high satisfaction for Medrio's users worldwide
• Operate a 24/7- "Follow the Sun" Model across internal team and a contracted vendors
• Strong organizational skills to measure and monitor the support queue and proactively create data trends to measure, monitor, and drive efficiency experience improvements to the support queue
• Ability to scale the organizations through technology, automation and consistent processes
• Proven ability to partner with Product, Engineering, Customer Success, and other internal teams to ensure that customer issues are handled in a timely manner while working in the constraints of company resources and processes
• Manage day to day operations and provide support and direction to the team while also handling internal and external escalations
• Provide leadership through coaching, feedback, development goals, and performance management.
• Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Work with recruiting to screen, interview, hire, and onboard new team members when needed
• Work with the Product team to manage enhancement requests and champion customer needs in the Parsable product, as well as support tooling needs to better prevent or resolve issues
• Collaborate with the Product Documentation team to create self-service documentation and messaging to reduce support ticket volume
• Ability to lead the department providing direct support to Medrio's global customers including forecasting, capacity planning, budgeting, delivering on key business outcomes, and ensuring employee wellbeing within the Support Operations group
• Deliver successful self-service programs focusing on knowledge management principles

LMO

• You'll contribute your experience to create a world-class training with a focus on products, markets, best practices, build capabilities to enable Medrio to deliver world class customer care
• You'll lead and direct the development, design, planning, and evaluation of programs that are effective, enjoyable, and memorable - including certification, accreditations and free/paid training
• You'll partner with leaders across the organization to build L&D into existing workflows and schedules and empower individuals to take ownership of their learning
• You'll ensure initiatives and approaches are measurable and are aligned with business objectives to achieve business goals and strategic direction
• You'll lead and inspire a growing team of talented L&D professionals
• You'll work with leaders throughout the company to understand their most important needs and challenges, then advise them on organizational changes and skills-development opportunities that your team can support
• You'll evaluate and reprogram our existing dedicated internal learning content and tools
• You'll deeply understand the competitive landscape Medrio operates in and continually use that knowledge to refine our development programs
• You'll analyze and improve our tech stack to ensure our progress is measurable and decisions are data-driven

Tech Services

• The leader of Technical Services oversees a team of front-line technical support specialists of ambitious and driven people that help organizations that use Medrio's APIs, SSO integration and custom reports.
• We are looking for an effective and motivated manager to build and develop our Technical services offerings to dive ~$5 million in revenue annually
• You will lead and grow a group of technical specialists that are focused on preventing and resolving user issues, and optimizing our operational processes
• You'll be part coach, part diplomat, part entrepreneur - 100% committed to building and sustaining trust with users and your team
• Guide the organization to design and deliver incredible user experiences
• Set clear goals and directions, and provide regular feedback on team members' performance to build a scalable and repeatable delivery model
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance 
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, using new tools or other organizational improvements

Experience Requirements

• 6+ years managing fast-paced, high-volume, customer service, LMO and Tech Services teams supporting a healthcare and/or analytics product
• Excellent decision making and problem-solving capability in a very fast-paced environment
• Excellent communication skills, both written and verbal, as well as excellent organizational skills
• Effective interdepartmental communication skills that allow for continuous flow of ideas during cross-functional meetings
• Ability to work with all levels of knowledge and experience within the corporate family and uphold strong professional demeanor always
• Must be able to lead by example with consistent attendance and a superior work ethic
• Must be proficient in Google Workspace products with an emphasis on sheets, slides docs, and GMail
• Understand global support management, employment law challenges in various countries, and ability to communicate effectively across a large worldwide team structure
• Availability to work on holidays and ad hoc managerial coverage as needed
• Experience in scaling organizations and processes
• Direct and take responsibility for the performance of inhouse and outsourced contact centers to deliver on key results.
• Familiar with Salesforce and JIRA

 Education/ Training:

• Bachelor's degree required; advanced degree in healthcare, business or technology desired 

About Medrio:

Medrio's SaaS offering is a key component in the pipeline of getting lifesaving drugs to the people who need them. We automate the clinic trial process and offer significant advantages over the competition: 75% lower cost, setup in days rather than months, and much better ease of use. Founded in 2005 we are privately owned, profitable, and are currently experiencing geometric growth in terms of customers, revenue, and employees. We believe in wellness! Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance, gym membership, and we promote an atmosphere of work/life balance, including flexible work schedules and unlimited PTO. 

The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We are looking for smart, collaborative, creative, and conscientious people to help us expand our product capabilities and better serve our customers.

To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.

Salary Range: $170,000 - $195,000