Director, Technical Support

WellSky is seeking a Director, Technical Support to join our team. Directors are responsible for leading the technical support team across multiple locations and act as the main point of contact for internal and external clients. You will serve as a brand ambassador, representing the best interests of the company, our clients and industry partners in every interaction. You will work with Sales, Finance and Account Management on customer escalations, providing proper communication internally and externally throughout the process. You will work with Development and Product to present critical customer needs and concerns, and work with DevOps, IT and Product on system issues and downtime communication with customers. In addition, as the Director, you will work with third-party vendors regarding supporting software changes.

A day in the life!

You will be responsible for the following:

• Manage the budget for the team, including planning for growth and making an appropriate business case for growth positions
• Conduct staffing planning and coordination with Finance and HR for ongoing recruitment needs
• Regularly review and question processes to ensure they provide efficient use of organization resources while balancing the best client experience
• Communicate effectively with the client base, especially as it relates to system-impacting situations
• Responsible for vendor search and management where it relates to tools and systems that will make the department more responsive, provide better support, and/or be more efficient
• Manage reporting insights into the health of the Support operation on a regular and ad-hoc basis
• Ensure escalations are resolved satisfactorily, involving senior management as required
• Ensure critical software and system issues are addressed in a timely manner
• Remove any barriers to smooth communication with other departments in the organization

Do you have what it takes?

Required Qualifications:

• 8-10 years related work experience
• 4-5 years people management work experience
• Proven experience managing leaders, with a demonstrated ability to mentor and develop managerial talent to achieve team and organizational goals
• Excellent collaboration and communication skills

Do you stand above the rest?

Preferred Qualifications:

• Experience with CRM and bug tracking software.
• Background working with and setting high customer service benchmarks and performance metrics
• Real passion for and ability to measure/track customer satisfaction
• Extraordinary communication and customer service skills
• Strong leadership skills; ability to develop and foster teamwork
• Take a logical, systematic, and sequential approach to problem solving
• Excellent organizational, multi-tasking and prioritization skills
• Ability to demonstrate support for organizational changes
• High technical aptitude in Microsoft Office
• Experience using Salesforce.com, JIRA, or equivalent support/engineering management tools.
• Experience with CRM and bug tracking software and ability to communicate with developers on new features.
• Experience developing budgets, policies, and procedures to support the functional infrastructure.

Additional job expectations applicable to this position include:

• Willingness to work additional or irregular hours as needed
• Working in accordance with corporate and organizational security policies and procedures
• Performing other responsibilities as assigned

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical, dental, and vision benefits
• Mental health benefits through TelaDoc
• Prescription drug coverage
• Generous paid time off, plus 13 paid holidays
• Paid parental leave
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year