We're looking for a motivated and experienced Senior Director of Services and Support to lead the implementation, services and technical support for our customers throughout their journey with us.
The role will require the successful individual to work closely with the Customer Success team to establish positive relationships with customers, optimize customer deployments and lead customer support, accelerate projects and provide customer input to internal Product and R&D teams.
As Senior Director of Service and Support, you will be responsible for:
Driving quality and planning at the customer
site to ensure all installations and upgrades are well managed and the customer enjoys a positive experience of working
with our products and personnel.
Partner with Customer Success to assist in providing the best support to customers and partners.
Provide strong project management to plan, monitor and track customer projects and accounts.
Provide ongoing technical and product support (levels 1 to 3) to partners, customers and users .
Serve as primary contact of on-boarding of new customers and research partners.
Proactively identify opportunities for improvement and resolve issues
Represent the voice of the customer/partner to provide input into the product
development and sales process.
Requirements: Bachelors or masters degree
5+ years of international experience as Senior Director of Services and Support or at least a similar director-level customer-facing role
Strong and proven track record in Healthcare Software Implementation. US healthcare experience is strongly preferred.
Excellent communication and interpersonal skills.
Experience in working with Hospital IT Senior Management.
Highly organized, self-starter who is proactive, passionate and responsible.
Fluent in English (written and oral). English native speaker is an advantage. Additional languages are desirable.
Willingness to frequently travel abroad- 25%
Experience in Software /Medical/IT field is an advantage.
Experience in building and growing teams
This position is open to all candidates.