Supervisor of Managed Services - Remote

Overview

This Provider Managed Services position is responsible for excellent customer service to both internal and external customers. This role encompasses project delivery, integration, implementation, product education, and career growth and development. This position is a lead position based in the Atlanta office that is responsible for customer satisfaction and the development of direct reports. Provider Managed Services seeks a motivated, detail-oriented professional who thrives in a fast paced and ever-changing work environment. This position oversees Managed Services offerings and other products and services that fall under this classification. This position will report to the Manager of Provider Managed Services while working closely with Product Development.

In Short

• Collaborate with customers to increase understanding and utilization of the Managed Services offering.
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
• Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels.
• Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction.
• Provide clear and actionable instructions to delivery managers and managed service analysts for daily tasks and project work.
• Oversee and manage implementation of managed services solutions for new customers.
• Mentor team members, refine processes, and develop resource materials.
• Improve self and team work ethic through continuous coaching and education.
• Coordinate launch schedules of assigned product offering base and raise staffing needs to management.
• Travel may be required (up to 40%).

Requirements

• Proficiency in Microsoft Office applications, with advanced knowledge of Excel.
• Ability to work with little direction or guidance.
• Strong customer support and management skills.
• Clear and effective verbal and written communication.
• Prior account management or relatable experience.
• Proven ability to identify and solve problems and increase efficiency and product value.
• A strong commitment to customer satisfaction.
• Experience in a team-oriented supervisor role focusing on project management, customer success, training, and/or customer service.

Benefits

• Health, vision, and dental insurance.
• Accident and life insurance.
• 401k matching.
• Paid-time off.
• Education reimbursement.