Manager, Support Services at Modernizing Medicine

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Healthtech, EHRIndustries

Requirements

Bachelor’s degree (Hospitality, Healthcare, Computer Science)
5+ years in technical support, customer success, or product support roles within a software company (e.g., SaaS, cloud-based, or enterprise software)
2+ years in a leadership or supervisory role, managing teams of support specialists or similar roles
Proven track record of resolving complex customer issues, including escalations, and improving support processes
Experience collaborating with cross-functional teams (e.g., engineering, product management) to address customer feedback and enhance products
Familiarity with high-pressure environments
Strong analytical, leadership, and communication skills

Responsibilities

Manage, mentor, and develop a team of product support specialists, setting performance goals and providing regular feedback
Oversee timely and effective resolution of customer inquiries, technical issues, and escalations, ensuring adherence to SLAs
Design and implement support workflows, knowledge bases, and tools to improve efficiency and customer experience
Monitor and report on key support metrics (e.g., response time, resolution rate, CSAT) to drive team accountability and service quality
Work with product management, engineering, and QA teams to communicate customer feedback, identify bugs, and influence product enhancements
Develop training programs to ensure the team stays updated on product features, troubleshooting techniques, and customer service best practices
Handle complex or high-priority customer issues, coordinating with stakeholders to resolve critical cases
Act as the voice of the customer, advocating for product enhancements
Drive innovation by contributing to the design and implementation of new support processes and workflows to enhance efficiency and customer satisfaction
Solve diverse problems, manage team performance and morale under high-pressure workloads, optimize support processes for growing ticket volumes, bridge communication gaps between customers, support staff, and cross-functional teams, tackle workflow inefficiencies, address misaligned priorities, analyze support metrics, manage escalations and customer expectations, adapt to product updates, and ensure consistent service delivery across global customer bases

Skills

Key technologies and capabilities for this role

Team ManagementPerformance ManagementProcess OptimizationSupport Metrics AnalysisCustomer EscalationsCross-Functional CommunicationWorkflow ImprovementLeadershipAnalytical SkillsCustomer Satisfaction

Questions & Answers

Common questions about this position

What is the location or work arrangement for this role?

ModMed has global headquarters in Boca Raton, FL, with offices in Hyderabad, India, and supports a robust remote workforce across the US, Chile, and Germany.

What salary or compensation is offered for the Manager, Support Services role?

This information is not specified in the job description.

What key skills are required for the Manager, Support Services position?

The role requires strong analytical, leadership, and communication skills, along with the ability to manage team performance, optimize processes, and collaborate cross-functionally.

What is the company culture like at Modernizing Medicine?

The company consists of a team of bright, passionate, and positive problem-solvers united in a mission to make a positive impact on healthcare by placing doctors and patients at the center of care.

What makes a strong candidate for this Manager, Support Services role?

A strong candidate excels in team leadership, process optimization, performance metrics analysis, cross-functional collaboration, training development, and issue escalation management.

Modernizing Medicine

Specialty-specific electronic health record systems

About Modernizing Medicine

Modernizing Medicine provides specialty-specific Electronic Health Records (EHR) systems designed to improve the workflow of healthcare providers. Their main products, EMA and gGastro EHR, help users manage patient information and administrative tasks more efficiently, allowing them to concentrate on patient care. These systems adapt to the specific practices of each user, enhancing their effectiveness. Unlike many competitors, Modernizing Medicine focuses on tailored solutions for various medical specialties, which sets them apart in the healthcare technology market. The company's goal is to streamline healthcare delivery and improve patient outcomes by providing tools that simplify administrative processes.

Boca Raton, FloridaHeadquarters

2010Year Founded

$360.6MTotal Funding

LATE_VCCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Conference Attendance Budget

Hybrid Work Options

Remote Work Options

Wellness Program

Risks

Potential sale by Warburg Pincus could lead to strategic shifts misaligned with current goals.

Resistance to AI technologies may slow implementation and affect user satisfaction.

Dependency on Medtronic's technology poses risks if partnership faces challenges or strategic changes.

Differentiation

ModMed offers specialty-specific EHR systems, enhancing workflow efficiency for healthcare providers.

Their EHR systems, EMA and gGastro, adapt to user practices, increasing adaptability.

ModMed integrates AI technologies, like Medtronic's GI Genius, to improve procedural accuracy.

Upsides

ModMed consistently ranks #1 in G2's 2024 Grid Reports for EHR and RCM software.

Collaboration with Brevium enhances patient re-engagement, boosting retention in gastroenterology practices.

Appointment of Dan Costantino as CISO strengthens cybersecurity, crucial for healthcare data protection.

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