Manager Software Support/ Customer Success - SAAS

Job Description

Software Support Manager will play a key role in driving Software implementation/Support, optimization and upsell of business opportunities for clients/customers by qualifying and nurturing customers in our rapidly growing business.

zHealth is a fast growing SaaS company. We use cutting edge technology to digitize and transform wellness businesses. Our products are used by millions of users all across US. We are growing fast as we help simplify the practices of wellness offices around the US and are looking for our next set of team members to help us grow further!

What are we looking for:

We are looking for a Software Support Manager with a minimum of 6 years experience.

We are looking for somebody who is hands-on and can work on all layers of Software Support Services. The company is headquartered in San Francisco, with offices in San Diego, CA and Noida, India.

This position will be from our Noida Office but can work remotely for the next 6 months.

This is an excellent opportunity for someone who is interested in joining a fast growing startup. You'll be entering an extremely fast-paced environment where you will be able to lead a team of Software Support, take ownership of a very influential software used by millions of people all across US, and work alongside some of the brightest minds.

If you like a challenge, enjoy Software Support, and enjoy coaching and leading the Software Support/ Software Support team of zHealth - you're applying for the right role! zHealth team members enjoy a competitive compensation structure.

Responsibilities:

a. Supervise and Manage a team of Customer Support Engineers and Specialists to ensure that Support Metrics (e.g., First Call Resolution, First Response Time, Overall Resolution Rate, Ticket Reopen Rate ) are being met by the team.

b. Evaluate the responses of tickets provided by the Customer Support Engineers and provide them feedback and coaching on a daily basis

c. Review phone conversations with our customers and provide coaching to the Support team members

d. Learn the software and have a deep understanding of the customers and the type of reasons for which they contact support

e. Improve existing processes

f. Document existing and new Support team processes

g. Compile and analyze support team data to measure performance

h. Report on team performance to leadership team

i. Develop and Weekly Reports and Surveys

j. Hire and train new team members

k. Oversees and facilitates software issues, testing, tickets, and reporting.

l. Experience with cloud-based software (SaaS) and US healthcare is preferred.

Education And Experience

• Bachelors/Engineering/Equivalent Degree
• 6-10 years as Software Support/Software Support Manager/Account Management or Support Experience
• Excellent knowledge of MS SQL and MYSQL queries creation and syntaxes
• You are open to work in night shift from 6 PM to 5 AM
• You are a Pro-active self-starter, Prescriptive with attention to detail & an excellent Relationship Builder
• Possess Excellent Communication, Listening & Articulation Skills Able to effectively converse with all levels of stakeholders
• Organized, Adaptable Team Player, ability to Prioritize and work in a fast-paced, goal-oriented environment
• Displays Highest levels of Professionalism & Integrity at all times