About the Role
The Client Success department is responsible for the post-sales success of our clients with our Voicebrook solutions. This focus begins with launching a client onto our platform and ensuring the solution we provide meets their needs. The Client Onboarding team is integral to the client success process, providing both project management and solution delivery services for clients engaged in an active project.
The Manager, Client Solutions is a critical leadership role within the Client Success team. You will be responsible for a team of Solution Architects and Technical Specialists, ensuring the successful delivery of our solution to meet client needs and drive high product adoption. This involves a deep understanding of the technical aspects of solution customization and implementation, as well as coordination and collaboration with the Project Management and Implementation Services teams to deliver the proposed solution.. The ideal candidate will be a hands-on leader, capable of guiding their team while also contributing directly to solution design, technical troubleshooting, and client relationship management.
What You Will Accomplish
- Help patients get results!
- Cultivate happy, engaged, and successful team members and clients
- Become a valued member of a team that is focused on three things:
- Building awesome products for our clients
- Building effortless client experiences that produce successful outcomes
- Building a great place to work every day
- Learn, develop, and have fun with a group of like-minded coworkers
- Play a critical role in our future growth, just as we will play a role in yours
Here is what you will be doing at Voicebrook:
- Lead and Empower: Manage a high-performing team of Solution Architects and Technical Specialists, setting clear expectations, fostering a collaborative environment, and implementing employee onboarding improvements. As needed, travel onsite to observe your resources to give relevant feedback and build relationships both internally and externally.
- Own Solution Delivery (Individual and Departmental): Establish and oversee departmental standards and processes for successful solution delivery across all projects. Identify gaps in current processes and implement internal improvements in tools, processes, documentation. Lead solution design, customization, implementation, and testing to meet unique client needs on projects where acting as the Solution Analyst.
- Drive Client Success: Inspire and cultivate a client-centric mindset within the team, prioritizing client satisfaction and success throughout the solution delivery process. Leverage this philosophy to drive team performance, continuously evaluating and optimizing processes for enhanced client outcomes.
- Ensure Operational Excellence: Establish standards, best practices, and processes for solution delivery. Monitor project performance, manage resources, and drive continuous improvement.
- Collaborate Cross-Functionally: Partner with Project Management leadership to ensure high product adoption and client satisfaction scores. Act as a liaison with Product teams to share client insights and advocate for client needs. Communicate effectively with Client Success leadership to provide visibility into project status, risks, and opportunities.
Here are some things that describe you:
Required
- Bachelor’s Degree in Information Technology, Computer Science, or related field.
- Minimum of two (2) years of experience in a managerial role.
- Experience in a client-facing role implementing a SaaS application or consulting on existing software solutions
- Experience in a professional services organization and as part of a project team
- Experience in developing with C# or similar programming languages
- Experience implementing new processes and managing adherence to existing processes
- Comfortable with leading technical employees and handling complex technical problems
- Travel up to 20%
Preferred skills
- Experience in the healthcare / healthcare IT sector is preferred
- Experience with Salesforce, Google and Microsoft suite of products and experience with a project management tool are preferred
What We Can Offer
- Competitive compensation based on experience with medical / dental / life / disability / 401K
- A flexible work-from-home environment, generous PTO and maternity/paternity plans including time off to volunteer
- An opportunity to be part of a company that is the leader in its field
- A highly transparent leadership team
- A tremendous opportunity to have a significant impact on the company’s success
- A company that focuses on its people, our purpose, and our values
Our BASIC Values
- Balance: I’m comfortable in my role and I have harmony between my personal and work life.
- Accountability: I’m responsible for my own actions and I am committed to being transparent, fair, reliable, ethical, authentic, and to always act with integrity.
- Success: I’m going to do whatever is necessary (and more) to deliver the outcomes that our clients expect.
- Interaction: I’m creating connections and a feeling of inclusion and collaboration with my coworkers and clients.
- Change: I’m intellectually curious and committed to learning new things to adapt and thrive in a fast-paced world.
Job Type: Full-time
Pay: $95,000.00 - $105,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
Experience:
- C#: 1 year (Required)
- Management: 2 years (Required)
Willingness to travel:
Work Location: Remote