Support and Implementation Manager

You’re an experienced, people-oriented leader with a strong background in both product support and implementation. You bring a technical skillset, strong relationship management and team development skills, along with a passion for exemplary user experiences. We’re EngagedMD and we have a patient journey application used by more than 3 million users nationwide and internationally since its launch. We continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. You’ll manage a team of Implementation and Customer Support Specialists, serving as a point of escalation, leading them in their day-to-day work, and helping them develop and grow professionally. You’ll also be responsible for setting and executing team strategy, creating new processes, and improving existing processes. You will have the opportunity to closely collaborate with leaders in Product, Engineering, Customer Success and other internal teams to ensure an exceptional, integrated experience for all of our clients.

This fully remote role reports to our VP of Product and candidates are required to reside in the United States. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

What You’ll Do

• Lead, mentor, and develop a team of customer support and implementation specialists, providing guidance on best practices, troubleshooting, and customer interactions
• Maintain a high quality customer experience by managing SLAs with a data-driven approach on monitoring and analyzing metrics to drive continuous improvement
• Serve as the team’s go-to subject matter expert on new customer portal implementation and EMR integration, including working knowledge of EngagedMD’s APIs
• Lead the resolution of support or implementation escalations at key customer accounts
• Lead resource planning and scheduling to ensure new customer implementation timelines are met
• Partner with other leaders to ensure an integrated client experience across multiple lifecycle touchpoints
• Develop and continuously update training materials and resources for both customers and internal team members, ensuring up-to-date product expertise across teams.
• Communicate the needs of our clients to the product teams by openly sharing enhancement requests, bugs, and customer feedback

What You’ll Bring

• 5+ years of experience in a technical support role and 2+ years of experience leading teams in support or implementation
• Experience building teams with a passion for providing mentorship, coaching, and development
• A commitment to the highest level of customer service
• Strong technical aptitude and ability to quickly learn new technologies and platforms
• Familiarity with APIs, including error codes and working with JSONs
• Ability to read, interpret and synthesize API documentation created by technical teams
• An ability to model EngagedMD’s core values and action principles
• Prior successful experience working remotely with distributed teams
• A mission-driven orientation to all you do
• Superior written and verbal communication skills
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility and/or healthcare industries
• Have worked with a highly dynamic client base in the past

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Paid family and medical leave
• Generous paid holidays
• 401(k) retirement savings plan