Technical Experience Manager
Here @ Strata…
We are committed to our mission to help heal healthcare. Our unique culture is driven by a social, hardworking environment full of talented people solving problems together. We embrace learning, cross-team collaboration, and continuous career growth. Lifting each other to lift our clients, our product, our company. If being part of a fun, fast-moving, innovative team is what you seek? Keep reading.
We look for someone who:
- Is Service-Centric: Someone who desires to make an impact in and outside of our office. We look for service minded people to support our customers, each other and our community.
- Has a Growth Mindset: Driven to own your individual learning and development (We’ll help you - we have a team dedicated to training you and providing extra educational resources).
- Rocks Impact: Thinks two steps ahead to ensure the work we do will solve problems and make a difference.
- Will be a StrataPro: Accountable. Prepared. Positive. Core to who we are and how we treat one another.
What you’ll do in this role:
The Technical Experience Manager is an essential role within Strata’s Experience Management (XM) team. Experience Management is focused on helping clients maximize the value of Strata’s products and services through prescribed methods and regular communication.
In this role, you will directly impact the customer experience and help solve complex issues facing the nation’s largest health systems. You will have the ability to work with a variety of customer teams including finance, operations and information systems. Using your analytics skills, you will dive into Strata’s rich set of internal data to identify opportunities to improve processes and lead technical projects to deliver recommended solutions.
- Manage diverse and complex scope of a defined set of support issues for a variety of customers including Enterprise-level.
- Solve complex issues and document recommendations for future avoidance. Utilize escalation processes to review recommended solutions and messaging.
- Serve as a central point of contact for Strata’s Customer Success team members and assist with managing client communication and satisfaction.
- Develop, execute and manage data analysis processes to pro-actively impact the customer experience through reducing issues and time to resolve support cases.
- Lead detailed reviews of support metrics and provide recommendations to improve the customer experience.
- Document recommendations and ideas formally within Strata’s Knowledge Base.
- Communicate information on Strata’s product updates as part of the product release cycle. Demonstrate features and functionality.
- Develop recommendations for improving the customer experience and present ideas to Strata’s senior leadership team.
- Establish relationships with Strata’s Client Services, Technical Consulting and Product Management team members.
Your accomplishments include:
- Bachelor’s degree or equivalent in a related field (i.e. Health Administration, Business, Engineering), Master’s degree is a plus.
- A minimum of 3 years or more experience in an enterprise support role with a strong understanding of corporate account support needs and knowledge of support industry.
- Consistently practices strong organizational, communication, project management, negotiation, and problem-solving skills.
- Strong communication skills including describing complex technical issues to non-technical staff members and clients.
- Passion for data, analytics and technology.
- Experience working with Software as a Service (SaaS) solutions and data visualization tools.
- Technology experience within Salesforce, Microsoft Excel, Microsoft SQL Server or other related database architectures.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.