Senior Manager, Client Technical Support

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September 24

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Abacus Insights

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Healthcare Insurance • SaaS • Data Management

Abacus Insights is a leader in health plan data solutions that empowers healthcare payers by providing usable and interoperable data. The company offers a comprehensive suite of data solutions designed to address complex government mandates and improve payer readiness. Abacus Insights' platform is capable of consolidating and normalizing diverse data sources into comprehensive patient records, ensuring data accuracy, and facilitating timely data updates. Their solutions support multiple use cases, including risk adjustment, clinical data exchange, cost management, and performance reporting. With a focus on technology and healthcare, Abacus Insights helps payers manage costs and improve member experiences through enhanced data management capabilities.

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

📋 Description

• Lead and mentor a global team of Technical Account Managers ensuring client production environments operate optimally and within SLAs • Lead and mentor a global team of Incident Managers managing production issues to resolution following incident management processes • Set performance goals, conduct regular reviews, and support career development • Oversee daily operations of client technical support team, ensuring SLAs and KPIs are met • Manage escalations and ensure prompt resolution of complex technical issues • Coordinate across Product, Engineering, and Client Solutions to resolve client production issues • Draft, review and publish RCA including 5 Whys analysis and defect elimination plans • Guide clients through technical implementations, integrations, optimization, and manage client UAT • Translate complex technical concepts into actionable insights for clients • Collaborate with product and engineering to influence roadmap based on client feedback • Develop and refine customer success processes, playbooks, and KPIs • Identify and implement improvements in support workflows, tools, and documentation • Drive standardization and automation leveraging tools including GenAI • Develop and maintain knowledge base articles and self-service resources • Monitor support metrics and generate reports to inform strategic decisions • Develop trustworthy client relationships, act as voice of the customer, and drive initiatives to enhance client experience and retention

🎯 Requirements

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience) • 5+ years of experience in technical support, with at least 2 years in a leadership role • Experience in SaaS, cloud technologies, or enterprise software • Experience with data analysis • Strong analytical and problem-solving abilities • Excellent verbal and written communication skills • Ability to manage multiple priorities and work effectively under pressure • Proficiency with support tools and platforms (e.g., Zoho Desk, Jira) • Strong customer service orientation and ability to build trust with clients • Experience working with cross-functional teams in a fast-paced environment • High level of project organization, attention to detail, and time management • Off hours/weekend work occasionally required • Ability to travel up to 5% of the time • Preferred: ITIL Foundation Certification