Vice President - Customer Support

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PointClickCare

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Electronic health records • EHR • EMR • long-term care • software

1001 - 5000

💰 Secondary Market on 2022-03

Description

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights•The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses the changing needs of our customer base•The individual will lead a team that manages all aspects of the support organization, working cross-functionally with other departments•The role involves transforming support organization around new technologies and processes to drive higher Customer Satisfaction•A leader of leaders, the VP will inspire individuals and teams alike.

Requirements

10+ years leading B2B/B2C support organizations with 100+ support analysts•Experience in fast paced rapidly growing and changing SaaS based organizations•Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms•Background in overseeing training programs for development of IC and managers•Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers•Proven track record of driving operational improvements and end to end customer experience•Experience directly hiring and managing a geographical distributed team•Proven track record of managing SLA’s and customer Centric metrics•Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility•Understanding of the Health Care sector•Worked in Organizations 500M+ in revenue•Led implementation of AI driven tools and processes

Benefits

Benefits starting from Day 1!•Retirement Plan Matching•Flexible Paid Time Off•Wellness Support Programs and Resources•Parental & Caregiver Leaves•Fertility & Adoption Support•Continuous Development Support Program•Employee Assistance Program•Allyship and Inclusion Communities•Employee Recognition … and more!