Sr. Director, Customer Support

Job Locations US-WI-Wauwatosa
ID
2021-1371
Category
Client Services, Support & Experience
Type
Regular Full-Time

Overview

INTRODUCTION

 

First, we invite you to take a pause.  You just took the first step on a potential new career path and that should be celebrated. 

 

Second, it is important to us that you know at Alegeus we are intentional about cultivating a diverse and inclusive culture. We challenge one another to recognize biases, honor our identities and celebrate our differences – these values enrich our workplace and drive our business forward. We recognize that our bold vision of transforming the healthcare industry requires the perspectives, experiences, talents, skills and passions of a diverse population. We believe that if our consumers come from all walks of life, so should we.

Alegeus is dedicated to promoting fairness and equality across all identities and our Inclusive Innovation committee holds us true to our commitment. Apply with confidence that you are joining an organization – a family – that is steadfast in making a difference.

 

Finally, if you are interested in any of the bullet points below – just apply! We don’t expect our applicants to be a cookie-cutter match to the job descriptions we post, and we certainly don’t expect you to know everything. We would much prefer driven individuals who are willing to learn than someone with 100 years of experience, but no passion for what they do. We know potential when we see it. So, take a chance and roll the dice; you might just find yourself landing your dream job.

 

SUMMARY

 

If you are interested in disrupting the healthcare market, and have the passion and competence to do so, this is your organization.  We encourage you to lean in and read on.

 

Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare.  Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually.  As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers. 

 

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace.  Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth. 

 

Alegeus seeks a Sr. Director / VP of Customer Support to join our dedicated, passionate team of professionals.  The Sr. Director / VP of Customer Support will report to the VP, Customer Success.

 

MISSION

As the Sr. Director / VP of Customer Support, you will need to upgrade and build out a more mature support model to meet our customer demands.  Currently there are three levels in the support organization, you will serve as the central point of accountability between our customers, customer success, and our product organizations. You will lead a team of approximately 20 customer support professionals who are responsible for providing timely and effective support in resolving customer issues. Metrics are critical and, in this role, you will focus on hitting or exceeding support delivery KPI’s - initial response, time to resolution, and first call resolution.

 

In this role, you will also have the opportunity to develop a long-term strategic view of our customer's support needs across products and different levels of support requirements, as well as develop and implement the strategy for complementary and high touch paid support for our customers. This position will be a true customer champion who finds satisfaction in solving problems, developing talent, and owning the technical success for our customers.

Responsibilities

OUTCOMES (the “What”)

  1. Evaluate and topgrade the existing tools, processes, and people in support.
    1. Develop plan to hire or train a team of A Players within 6 months of hire date, evaluating technical knowledge needs of all levels in support.
    2. Evaluate tools and processes used to triage tickets within 3 months of hire date
    3. Determine product strategies required to minimize support interaction within 9 months of hire date, with ongoing recommendations every 3 months
  2. Reduce incoming ticket volume by 20% YoY, using Six Sigma methodologies, training, and other methods identified to remove tickets from the system. This can also be achieved by reducing the time it takes to manage tickets.
  3. Hit multiple SLAs in tickets based on client segmentation, ranging from a 4-hour turn around time, to SLAs with 7 days to solve 80% of inquiries. Develop forecast to determine staffing levels required to hit forecasted ticket volumes and SLAs.
  4. Develop system and company level proficiency demonstrated by ability to answer increasingly difficult client questions and challenges over time, utilizing strong critical thinking skills with quality scores of 90 or better across team.
  5. Achieve client NPS scores averaging 9 or higher (0-10 scale) from clients completing NPS survey for support tickets.
  6. Maintain client satisfaction of support of 98% green status based on Client Health Score Support metric.
  7. Design and roll out a boot camp training program for new hires and existing team members to increase proficiency.

 

VALUES (the “How”)

At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward).  Overall performance success will also take into account individual delivery on our corporate values:

  • Care personally. We connect personally to our "why" - are passionate and purposeful
  • Put the end-user first. When we put the end user first, we believe the rest falls into place
  • Consistently challenges the status quo. We believe that the best solutions haven’t been discovered yet
  • Practice the art of inspection. We will turn over every stone to gain deeper insight to guide our actions
  • Solve the real problem. We will constantly orient on the true issue at hand and accurately and fully address

RESPONSIBILITIES

  • Upgrade the existing support organization to build scale by evaluating the tools, processes, and people that are part of the existing model
  • Provide day-to-day leadership and coaching for the team, making sure each member is achieving their daily, weekly, and monthly goals.
  • Manage escalations from customers and partners
  • Focus on highest level of customer satisfaction and provide any feedback for improving user experience
  • Frequently interact with senior management across departments and ensure a mutual understanding of support goals and philosophies
  • Identify, drive, and implement metrics and/or SLAs and ensure team members appropriately understand them
  • Constantly evaluate, propose, and implement strategies and enhancements to our customers’ support experience
  • Perform extensive customer communication as needed to determine customer needs or to resolve technical issues for customers.
  • Prepares formal responses to recommendations, inquiries, and questions.
  • Track and record client inquiries and provide root cause analysis.
  • Evaluate and determine hiring and onboarding practices to keep technical skill level high, while also being able to communicate update effectively to all clients (both internal and external)

Qualifications

EDUCATION/EXPERIENCE

  • Bachelor’s degree or equivalent education and/or work experience preferred.
  • Minimum of five years of management experience, preferred.
  • Two plus years in a SAAS Customer Support management role with delivered outcomes with demonstrated metrics, growth of team, and implementation of tools to hit objectives.
  • Demonstrated ability to drive outcomes to eliminate or reduce the volume coming into support by working cross functionally to show ROI for product features.
  • Six Sigma training and Green Belt certification strongly encouraged.

 

PERSONAL CHARACTERISTICS, SKILLS & KNOWLEDGE

  • Extremely organized with ability to lead Customer Support Team with a passion for driving the customer lifecycle, starting from Enterprise Client onboarding, consistently communicating our values, early identification and resolution of risk factors, maximizing adoption and retention, and overall customer lifetime value.
  • Demonstrated ability of strong leadership with proven experience building and managing dynamic, collaborative and high performing teams.
  • Proficient in MS Office programs, including: Outlook, Word, Excel, and Project.
  • Outstanding interpersonal and communication skills with experience building rapport and trust quickly across department and levels.

 

TRAVEL:

  • Willingness to travel; as the job requires (estimated at 25%).

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