The Senior Manager, Enterprise Solution Support will serve as a critical liaison between Aledade’s largest healthcare practice clients and our internal product, technology, and analytics teams. This individual will leverage a deep understanding of both Aledade’s technical offerings and client workflows to ensure customers maximize their use of our tools. Responsibilities include first-level troubleshooting, issue triage and documentation, creative problem-solving, and process improvement. This role will directly support client satisfaction and operational success by ensuring robust, efficient, and effective use of Aledade’s solutions across our enterprise clients.
Primary Duties:
Client Support & Troubleshooting: Act as the primary technical point of contact for enterprise practice clients, providing prompt and effective solutions to technology and analytics issues, and ensuring issues are resolved or escalated appropriately. Educate clients (and internal users as needed) on effective tool use, best practices, and new functionality to maximize technology adoption and usage of analytics tools. Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.
Process Improvement: Develop, document, and maintain standard operating procedures (SOPs) for common issues and requests, streamlining problem resolution and allowing for more self-serve resolution over time. Train other internal members within Aledade on adhering to those SOPs for issue.
Issue Triage and Communication: Proactively monitor, organize, and prioritize client-reported issues; clearly document for product management (PM) and relevant internal teams; regularly update stakeholders on progress and resolution timelines. Gather and synthesize user feedback to inform future product+analytics enhancements and participate in cross-functional projects aimed at improving the client experience.
Minimum Qualifications:
Education: Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field preferred; equivalent experience considered.
Experience: Minimum of 5+ years in a Customer Success, Implementation Specialist, or similar role supporting enterprise SaaS product deployment. Experience in healthcare or health IT environments required.
Technical Skills:
Proficiency with web-based platforms, API integrations, and enterprise-class software solutions.
Familiarity with troubleshooting methodologies, product workflows, and IT best practices.
Strong ability to work with analytics tools like Tableau to come up with self-serve insights.
Client Management: Experience in direct technical support or customer-facing roles, with a proven track record of building relationships and managing client expectations.
Project Management: Demonstrated ability to track, prioritize, and coordinate multiple issues to resolution using ticketing systems or project management tools (e.g., JIRA).
Preferred Knowledge, Skills and/or Abilities:
Analytical Thinking: Strong critical thinking and problem-solving skills; able to rapidly identify and resolve technical issues and root causes.
Communication: Excellent verbal and written communication skills; able to convey complex technical information to both technical and non-technical stakeholders.
Organization: Meticulous attention to detail; able to manage competing priorities and follow through to resolution.
Initiative: Self-starter with a passion for client service and continuous improvement.
Collaboration: Collaborative team member who brings a client-centric approach and works closely with product, engineering, and support teams.
Flexibility: Comfortable working in a fast-paced, evolving environment with the ability to adapt to changing client needs and technologies.
Physical Requirements:
Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
