Director Product Support Job in Veradigm

Job Summary As the Director of Product Support, you will be responsible for leading a team of managers in the Customer Success/Support organization. You will serve as an executive point of escalation for our clients and will work closely with them to understand their needs and help them achieve their desired outcomes. You will be responsible for driving client satisfaction, retention, and growth, and will work closely with cross-functional teams to ensure the delivery of high-quality services and products. Essential Functions Direct the definition and execution for all product support functions across product lines. Managing Product Support Managers ensuring efficient, high quality processes, ensuring adequate response times and quality for service and product delivery Ability to work in a fast paced environment and interface effectively with all other departments in a collaborative fashion. Improve productivity of global support through process improvement, training and talent management. Work with Finance, Service Managers & Regional Support Managers, to remove barriers Develop, implement and enforce common working procedures across all assigned support teams to ensure consistent customer service levels. Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives Stay up-to-date on industry trends and best practices in client success and the healthcare industry, and share insights with the broader team to drive innovation and growth Identify and recruit internal/external talents to ensure effective mix of competencies Induct new joiners in order to quickly maximize performance Set and communicate team/individual objectives and KPI s to inspire individuals to achieve high performance Allocate work load to fully utilize every employee s talent Implement development plans and coach for individuals to reach their maximum talent Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner Recognize high performers to maintain motivation and retain key talent Regularly communicate on company news and team progress against business plan Create team camaraderie Job Requirements Bachelor's Degree in business or computer science (Preferred); or equivalent experience 15+ years relevant work experience (Preferred) Experience and knowledge of the US healthcare industry (Preferred) 10+ years in a product support environment, with at least five in a lead level position (Required) Significant customer support experience in SW/SaaS consumer products with a proven record of successfully managing a support group/team (Required) Significant experience in developing, supporting or using software with a proven record of working within a healthcare organization (Required) 7+ years relevant leadership experience including responsibility for organizational objectives and measurements (Preferred) International travel may be required Up to 10% travel may be required