Customer Support Manager

Clarus Care is an innovative Technology Company changing the way patients interact with doctors and their staff. We are a leader in Healthcare Communication Technology that improves call management with cutting-edge technology. By providing automated, cloud-based communication tools to Physician Practices throughout the United States, Clarus elevates the patient experience and streamlines communication.Clarus is looking for a CUSTOMER SUUPPORT MANAGER who's responsible for ensuring a high quality "Customer Experience" and maximizing the Clarus customer lifetime value. If that's you, then please keep reading this Job Description, and let us know if you remain interested, because we would like to have this person hired by the end of March!SALARY ---> $85K-$95K Base Salary DOEBONUS ---> Bonus Potential / Year-End Goal (10%)LOCATION ---> On-Site @ Clarus Nashville HQ, 4-Day Work Week, Tuesdays-FridaysThe CUSTOMER SUPPORT MANAGER at Clarus will play a pivotal role in developing a multi-phase plan to implement best in class Support Program within the first 90-days, specifically including Ticketing Process, Product Troubleshooting, urgent Platform Communication, opportunities for Product Improvement, and KPI Metrics.WHY WILL YOU LOVE THIS CUSTOMER SUPPORT ROLE WITH CLARUS?Critical Role: This role will manage a Support Process which includes a Support Team who are responsible for providing scalable and high-quality support to existing customers. High Visibility: This role will work directly with Corporate Level Executives and Stakeholders of high-level customers.Reliable Partner: This role will engage with customers and other executive stakeholders to resolve complex technical requests. Make A Strategic Impact: This role will execute a comprehensive Engagement & Communications Strategy that proactively grows customer satisfaction.Become A Trusted Advisor: This role will serve as the Clarus "Subject Matter Expert (SME)" providing guidance and addressing challenges on work/project management and collaboration to customers while also performing periodic customer success reviews that confirm improved satisfaction, resolve issues with the help of the Technical Support team, and expand Clarus use throughout the account.WHY WILL YOU LOVE WORKING AT CLARUS?4-Day Work WeekWork for a Company that is on the cutting-edge of Healthcare Communication TechnologyWork for a Company that is making a difference in the ever-changing Healthcare IndustryIn the 1st year of employment, you will receive 10 PTO DaysUNLIMITED time off after your 1st year of employmentHealth Benefits (Medical/Dental/Vision); 401K Match; InsuranceHOW WILL YOUR SUCCESS BE MEASURED YOUR FIRST YEAR WITH US?Were you able to implement a Support Program?Were you able to lead and motivate a Customer Support Team, setting clear goals, and fostering a customer-centric culture?Were you able to come to understand the Clarus product suite from a technical perspective to collaborate effectively with Product and Engineering Teams? WHAT ARE WE LOOKING FOR IN A CUSTOMER SUPPORT MANAGER LIKE YOU?8+ years experience in a fast-paced Customer Support environment with a SaaS platform (PREFERABLY in Healthcare).REQUIRED: "Hands-On" experience in using, managing, and implementing advanced support applications like Salesforce, Zendesk (Intercom experience A MAJOR PLUS).Deep understanding of Customer Management Platform functionalities such as Chatbots, Targeted Campaigns, User Segmentation, and Reporting Dashboards to optimize customer support interactions.Ability to design workflows, setting up automated messages, and optimizing customer management platform settings to streamline customer interactions. Motivated individual who finds excitement in over-hauling and refining processes for scalable company growth. Strong background in managing Support Teams responsible for providing scalable, high-quality assistance to existing customers. Able to provide a "hands-on" approach for assisting Support Teams with overflow tasks, after-hours support scheduling, and coverage. Proven background in configuring SaaS solutions, investigating complex support requests, and working with Engineering on providing resolution.Monitoring Key Performance Indicators (KPIs) such as Customer Satisfaction, Net Promoter Score (NPS), and Renewal Rates within Intercom (the CSM Team has an Annual Target of 20% growth in Net Promoter Scores).Confident, high-energy, hungry, self-motivated and a true team player.Occasional travel of up to 10% to Customer Sites in the United States.WHAT MAKES CLARUS CARE A COMPELLING "NEXT STEP" IN YOUR CAREER JOURNEY THAT YOU SHOULD STRONGLY CONSIDER?Joining Clarus Care as a Customer Support Manager offers a unique opportunity to be at the forefront of Healthcare innovation. You will play a crucial role in transforming how large Healthcare Systems manage patient communications, thereby directly impacting patient satisfaction and operational efficiencies. With Clarus Care, you will not only contribute to shaping the future of Healthcare Communication Solutions, but also have the chance to grow professionally in a dynamic, supportive environment that values creativity and problem-solving. Curious? Does that sound like you and something you're looking for? Then apply today and we'll be in touch!GENERAL NOTICE: Successful completion of a Drug Screen prior to employment is part of our Background Check Process, which includes Medical and Recreational Marijuana. By supplying your Phone Number, you agree to receive communication via Phone or Text. By submitting your Application, you are confirming that you are Legally Authorized to work in the United States.

Created: 2025-03-03