Senior Director Technical Support Hosted Solutions - Nuance (Melbourne, FL)
Responsibilities:
Develop and implement Support Strategy across a suite of Hosted/Cloud-based Solutions Strategic planning and execution to enhance scalability and efficiency throughout the Technical support function, driving the highest levels of customer satisfaction and loyalty.
Develop and direct the operational metrics management of the Technical Support Call Centers.
Institute best practices, benchmarks and monitoring techniques that will ensure higher productivity and customer satisfaction.
Maintains costs to support mission and overall business financial objectives.
Works closely with our Product Development teams to drive supportability and installability requirements for our hosted/cloud-based products.
Drives ITIL standards in service management, including continual service improvement, and implementing processes and systems that will generate higher productivity and reporting accuracy.
Improve employee process and clinical knowledge through training.
Participate in vendor negotiations for support technology solutions to ensure product relevance, productivity impact and efficiency gains.
Qualifications:
Bachelor degree in Computer Science or related discipline, MBA and / or equivalent experience required.
Minimum 15 years of combined experience in technical product support, hosted application support, and/or data center architecture design and supportability.
10 years in a management capacity in a software technical support or technical operations environment.
Significant knowledge of the Healthcare IT, software development and implementation is required.
Strong knowledge of Technical Support Best practices and Industry standards, specifically in supporting cloud-based/hosted applications.
Proven track record in building highly scalable support organizations, with a strong focus on cost effectiveness, while maintaining the highest levels of service.
Strong understanding of Customer Satisfaction metrics drivers.
Knowledge of various ACD call routing, Call processing, CRM s systems.
Strong leadership and people management skills.
Excellent communication and presentation skills.
Collaborative approach.
Ability to deal with senior executives internal and external to C-levels.
Ability to adapt to fast-changing environment/change management skills.
Willing and able to work long hours and weekends as necessary.
We offer a competitive compensation package; including stock options, employee stock purchase plan, 401(k), full health and welfare benefits and a casual yet technically challenging work environment.
Join our dynamic, entrepreneurial team and become part of our fast growing track of continuing success.
Nuance is an Equal Opportunity Employer.
Overview:
Source:
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Estimated Salary: $20 to $28 per hour based on qualifications.
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