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Senior Manager (Enterprise Solution Support), Remote

1 month ago
United States
Full-time
Senior
Customer Success Manager
Project and Program Management
JIRA Tableau
Apply Now
Aledade

Aledade

Aledade collaborates with independent practices, health centers, and clinics to establish and manage Accountable Care Organizations (ACOs) that prioritize primary care, enabling physicians to enhance patient care while maintaining their independence in...

Health Care Providers & Services
1K-5K
Founded 2014
$686M raised
View All Jobs 49

Description

  • Serve as the primary technical point of contact for enterprise practice clients.
  • Troubleshoot technology and analytics issues, triage incidents, and escalate unresolved problems appropriately.
  • Educate clients and internal users on tool usage, best practices, and new functionality.
  • Develop, document, maintain, and train others on standard operating procedures for common issues and requests.
  • Propose and implement workarounds or optimizations using existing tools and configurations.
  • Proactively monitor, organize, prioritize, and track client-reported issues to resolution.
  • Document issues clearly for product management and other internal teams.
  • Communicate progress and resolution timelines to stakeholders.
  • Gather and synthesize user feedback to inform product and analytics improvements.
  • Participate in cross-functional projects to improve the client experience.

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field preferred; equivalent experience considered.
  • 5+ years of experience in a Customer Success, Implementation Specialist, or similar role supporting enterprise SaaS product deployment.
  • Experience in healthcare or health IT environments required.
  • 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 create self-serve insights.
  • Experience in direct technical support or customer-facing roles with a track record of building relationships and managing client expectations.
  • Demonstrated ability to track, prioritize, and coordinate multiple issues using ticketing systems or project management tools such as JIRA.
  • Strong critical thinking and problem-solving skills, with the ability to identify root causes quickly.
  • Excellent verbal and written communication skills for both technical and non-technical stakeholders.

Benefits

  • Flexible work schedules and remote work availability.
  • Health, dental, and vision insurance paid up to 80% for employees, dependents, and domestic partners.
  • 21 days of PTO in the first year, plus 11 paid holidays.
  • Two paid volunteer days.
  • 12 weeks of paid parental leave for all new parents.
  • Six weeks of paid sabbatical after six years of service.
  • Educational Assistant Program and Clinical Employee Reimbursement Program.
  • 401(k) with up to 4% match and stock options.

Interested in this position?

Apply directly on the company website

Apply Now

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