Biofourmis brings the right care to every person, no matter where they are. The company's AI-driven solution collects and analyzes patient data in real time and identifies shifts that require proactive interventions. This vital innovation provides people everywhere with connected access to hospital-level services, virtual provider networks for remote care, and life-changing clinical trials-all without leaving their homes. Trusted by leading health systems, payers, biopharma companies and patients alike, Biofourmis' connected platform improves patient outcomes, prevents hospital readmissions, accelerates drug development, and closes critical gaps in care-ultimately making science smarter, healthcare simpler, and patients healthier. Biofourmis is a global technology company enabling care delivery, with headquarters in Needham, MA and key offices in Singapore and India. Join our team - we are Committed, Collaborative and Curious....we are Biofourmis!
We are seeking a Customer Support Manager with solid experience in client focused solutioning and customer support strategies to be a part of our collaborative team. The individual will be responsible for managing a team along with hands on technical support during the implementation of key projects for customers. This is a key role that will have direct impact on the success of the project team.
Responsibilities

• Manage and execute on global support strategy for our products and services. This includes both software and digital hardware products.
• Accountable for maintaining Help Desk and Service Management for our customer needs.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirement for the department
• Ensure team is trained and follow written step-by-step processes, technical solutions, and ticket updates to customers
• Work directly with customers, system administrators, and fellow software engineers to resolve critical issues
• Participate in the Management Team reviews for ongoing improvements to the customer support process.
• Maintain a positive, can-do attitude and embrace a culture of customer success and operational excellence.
• Participate in Product strategy execution activities

Requirements

• 5 years of experience in customer service and support management
• Bachelor's degree in business, healthcare, information technology or related area
• Excellent verbal and written communication skills, problem solving and critical thinking skills.
• Experience with customer service & help desk management tools such as Salesforce Health Cloud.
• Ability to plan and action support strategies to meet customer needs and solve business challenges
• Proven success in leading and managing a customer support and/or service team.
• Ability to proactively partner with internal stakeholders to resolve customer complaints.
• Participate in an on-call rotation schedule to address any emergent issues or requests.
• Demonstrate flexibility in working outside of regular shift hours as necessary to support business needs.

Preferred

• Experience in healthcare systems, hospitals, medical devices or life sciences industry, with general understanding of regulatory requirements for the industry (e.g. GxP, Software as Medical devices, Combo therapies, HIPAA, GDPR etc).
• ITIL Certification
• Experience working with or managing product logistics process
• Experience working in a fast paced rapidly growing startup
• Experience working with cross functional global teams spread across time zones
• Experience with supporting SaaS/cloud-based solutions

Base salary range for this position is $75,000 to $110,000 depending upon experience level.