Job
Description
As a Managed Services Supervisor at this company, you will be responsible for providing excellent customer service to internal and external parties. Your role will involve project delivery, implementation, product education, and employee career growth. You will report to the Manager of Managed Services and collaborate with other support departments like Product development and Business reporting teams. Your tasks will include overseeing Managed Services offerings, handling work requests for career development and corrective actions, engaging with customers, and working on special projects assigned to you. **Key Responsibilities:** - Collaborate with customers to enhance understanding and utilization of Managed Services offering - Provide support to customers and GHX coworkers via phone, email, and on site for escalations and product issues - Conduct Quality assessments and provide feedback to drive quality improvement - Monitor quality metrics and implement resolutions when necessary - Proactively create projects and process efficiencies to improve scalability and customer satisfaction - Provide clear instructions to managed service analysts for daily tasks and project work - Mentor team members for career development and leadership skills - Manage bottom performers with action plans and continuous coaching - Analyze customer activity and account health to increase adoption of recommended practices - Resolve technical problems and work cross-functionally when needed - Coordinate launch schedules and raise staffing needs - Assist in the identification and development of new system enhancements - Execute performance action plans to increase customer engagement - Communicate established processes to team members and internal management - Analyze processes for areas of improvement and quality assurance **Qualifications Required:** - Proficiency in Microsoft Office applications, especially advanced knowledge of Excel - Ability to work independently with minimal guidance - Strong attention to detail and proactive mindset - Excellent verbal and written communication skills - Prior experience in account management or related field - Salesforce knowledge or experience with CRM tools - Ability to analyze data reports and provide actionable insights - Strong customer support and management skills - Ability to identify areas for process improvements and product enhancements - Willingness to mentor and guide team members for success - Capacity to manage projects and meetings effectively while meeting deadlines **About the Company:** GHX is a healthcare business and data automation company that enables better patient care and significant savings in the healthcare industry. Their cloud-based supply chain technology exchange platform, solutions, analytics, and services bring together healthcare providers, manufacturers, and distributors in North America and Europe. GHX's vision is to create a more operationally efficient healthcare supply chain, reducing costs and improving patient care. The company employs over 1000 people worldwide and operates in the United States, Canada, and Europe. (Note: The company details have been included for informational purposes only and can be omitted if not required) As a Managed Services Supervisor at this company, you will be responsible for providing excellent customer service to internal and external parties. Your role will involve project delivery, implementation, product education, and employee career growth. You will report to the Manager of Managed Services and collaborate with other support departments like Product development and Business reporting teams. Your tasks will include overseeing Managed Services offerings, handling work requests for career development and corrective actions, engaging with customers, and working on special projects assigned to you. **Key Responsibilities:** - Collaborate with customers to enhance understanding and utilization of Managed Services offering - Provide support to customers and GHX coworkers via phone, email, and on site for escalations and product issues - Conduct Quality assessments and provide feedback to drive quality improvement - Monitor quality metrics and implement resolutions when necessary - Proactively create projects and process efficiencies to improve scalability and customer satisfaction - Provide clear instructions to managed service analysts for daily tasks and project work - Mentor team members for career development and leadership skills - Manage bottom performers with action plans and continuous coaching - Analyze customer activity and account health to increase adoption of recommended practices - Resolve technical problems and work cross-functionally when needed - Coordinate launch schedules and raise staffing needs - Assist in the identification and development of new system enhancements - Execute performance action plans to increase customer engagement - Communicate established processes to team members and internal
