Manager, Customer Technical Support- Waltham, MA

What does PHCS offer you?
Opportunity. Recognition. Satisfaction

You've worked hard to get where you are, but you're ready for bigger opportunities that expand your skills and enrich your career. At Private Healthcare Systems, you'll have them. As the national leader in health care cost management with a growing national customer base, we have been building a strong and stable organization for over 21 years. We work together to exceed customer expectations and take everything we do to the highest standards of which we are capable. That means always learning, always seeking challenge, always respecting one another, and always putting forth our best effort. We are proud of what we are building at PHCS, and proud of what we offer. If you join our team, you will be too.

Purpose of Position:

To manage Customer Technical Support staff that partner with Sales and Marketing to implement and/or decommission external clients with PHCS products and services, to provide oversight of application integration and support activities, and to assist the Director of Customer Technical Support with the execution of strategic plans

Essential Functions:

Oversee and manage staff to ensure business goals and customer expectations are successfully met

Partner with Director to develop business plans, define strategic goals, manage the financial budget, identify improvement opportunities, and enhance department's efficiency.

Provide coaching to staff needing guidance and mentor team to better promote their professional development.

Manage the responsibilities of the team by delegating
activities appropriately, maintaining effective communication, allocating resources efficiently, and mitigating issues.

Manage or participate on assigned project teams and successfully fulfill all expectations affiliated with the Project Manager or Team Member role as appropriate.

Communicate project updates through written status reports, formal presentations to internal and external audiences, and quantifiable analysis reporting.

Takes a leadership role in leveraging the principles of process management and project management to identify opportunities to improve service delivery.

Qualifications:

Required:

BA/BS Degree

7+ years of technical (software, hardware or development) and business experience

Project and Process Management experience

Management/Leadership experience

Excellent interpersonal and communication (written and verbal) skills

Working knowledge of Healthcare and technology

Must be willing to travel