Technical Customer Success Manager – Healthcare SaaS

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SoluStaff

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎯 Recruiter

👥 HR Tech

Recruitment • HR Tech • Consulting

Symmetrio is a full-service recruiting, staffing, and consulting company with decades of experience across various high-growth industries. They specialize in permanent placement, contract-to-hire, and staff augmentation, focusing on aligning talent with client goals and cultures. Symmetrio offers tailored recruitment solutions and advisory services in sectors such as life sciences, information technology, engineering, medical devices, logistics solutions, manufacturing, and building automation. Their team of talent acquisition experts is committed to understanding clients’ organizational needs and delivering specialized professionals to meet these challenges. With a strong emphasis on trust, understanding, and collaboration, Symmetrio aims to optimize operations and drive innovation and excellence for their clients.

📋 Description

• Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform. • Build strong relationships with clinical users, administrators, and customer IT teams. • Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process. • Advocate for customer needs and provide feedback to internal product and engineering teams. • Investigate, reproduce, document, and manage customer-reported product issues. • Perform structured troubleshooting to identify root causes and determine appropriate resolution paths. • Support application configuration, user administration, access management, and platform setup activities. • Assist customers with login, authentication, user provisioning, and system access issues. • Monitor operational dashboards and proactively identify potential user-impacting concerns. • Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently. • Escalate complex issues with detailed diagnostics, documentation, and supporting evidence. • Coordinate with customer IT teams regarding integrations, authentication, and technical configurations. • Help identify recurring issues and contribute to long-term improvements that enhance customer experience.

🎯 Requirements

• 4+ years of experience in Customer Success, Technical Support, Application Support, Product Support, Technical Account Management, or related customer-facing technology roles. • Experience supporting SaaS applications and web-based software platforms. • Experience working directly with customer IT teams and end users. • Familiarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDC is preferred. • Experience using ticketing systems, monitoring tools, and operational dashboards. • Ability to investigate and troubleshoot complex application issues in production environments. • Healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experience is highly preferred. • Bachelor’s degree preferred but not required with relevant experience.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Paid Time Off (Vacation, Sick & Public Holidays)