Client Services Manager / HSD0007

Sunquest Information Systems, Inc. is a market leader in clinical data management installed in more than 1000 U.S. hospitals and commercial laboratories, and over 60 customers in Canada, UK, Western Europe, and the Middle East. Sunquest uses open systems that are scalable to any size hospital or healthcare network.

Position Description:

Sunquest Information Systems, Inc. is a market leader in clinical data management installed in more than 1000 U.S. hospitals and commercial laboratories, and over 60 customers in Canada, UK, Western Europe, and the Middle East. The company designs, develops, and supports a comprehensive suite of information products for hospitals and laboratories that include laboratory, radiology, and pharmacy systems. Sunquest uses open systems that are scalable to any size hospital or healthcare network.PURPOSE (why this job exists):The Client Services Manager will lead a team of technical resources in providing first-class support to our customer base of diagnostic service providers globally. This position is a leadership role, reporting to the Director of Client Support Services, providing strategic vision to grow the support team. The right candidate will utilize best practices in customer & production support, to help increase customer satisfaction and support efficiency throughout the post go live software lifecycle; including customer lifecycle upgrade and post-go-live support. He/She will be charged with developing support programs to create & maintain service offerings to drive revenue. Additionally, the Client Services Manager will create and consolidate a product knowledge base, create extranet access for our customers, decrease issue resolution time, and train & motivate the customer support team.ESSENTIAL FUNCTIONS:• Manages performance of Client Support staff through coaching, education, standard processes, client focus and performance metrics.• Manage consistent metrics for the Client Support organizationo Daily, weekly and monthly reporting on organizational performance and productivityo Measuring individual performanceo Monitor backlog and escalations trending to find root-causes and provide solutions to processes and education/communication to all staff to implement changes.• Drive continuous service improvement based on quality metrics and customer feedback.• Management of customer escalations and services request management, including trend analysis and reporting.• Plan and allocate resources to ensure team availability to resolve customer issues in a timely fashion.• Maintain effective working relations and work collaboratively with other internal departments.• Recommends changes to products or services to fulfill customer needs, and works with peer to refine and implement those changes. • Supports the sales organization by providing reference-able clients, providing client information and responding to inquires from the sales organization.• Perform on-call rotation as needed.• All other duties and responsibilities as assigned.

Qualifications:

KNOWLEDGE, SKILLS, and ABILITIES• Strong focus on client experience, client satisfaction, process development and productivity improvement.• Proven ability to coach and mentor.• Positive problem-solving mentality that seeks solutions and improvements to process to enhance performance• Skilled in interpersonal communications and the use of positive win-win negotiations.• History of success in overcoming obstacles in achieving department and company goals.• Ability to perform detailed analysis, out of the box thinking and solution orientation.• Ability to work in a results-driven team environment.• Exceptional organizational skills with emphasis on prioritizations.• Excellent communication skills written and verbal.• Willingness to work in 24x7 environments.• Ability to be on-call on a rotational basis.• Familiarity with software development lifecycles and technical support processes.EDUCATION and EXPERIENCE• Bachelors Degree in Technology or Medical field or equivalent experience.• Experience in being a positive leader that influences change in a contact center environment• Experience in a support or client facing role."A Proud Winner of the 2007 & 2008 Workplace Excellence Award - Tucson, Arizona" We offer a full and supportive benefits package eligible for all new hire employees and their family from day one. Our in-house workout center, state of the art full serve cafeteria and year round covered parking are just a few of the daily conveniences we all enjoy. Come join us in the Williams Center and live the life of Healthcare IT professionals.