Customer Success Manager - Biller Support

- The Customer Success Manager will oversee and support the Biller Support Tier 1 Product Specialists and Payer Support teams.

- This role involves managing daily operations, addressing service needs, handling escalations, and ensuring high-quality support for both billers and payers.

- The manager will also be responsible for training new team members, generating reports, and improving support processes.

- The working hours for this role may vary depending on the team's needs but will be between the hours of 8AM EST - 6PM EST.

Supervisory Responsibilities/Duties:

- Manage and support the daily workflow of the Biller Support Tier 1 Product Specialists and Payer Support Specialists teams.

- Participate in interviewing, hiring, and training of new staff members.

- Perform managerial tasks such as submission of weekly timesheets, approve time off, assist with workload reassignment and phone queue management / work schedules.

- Analyze call center metrics to meet KPIs and improve processes.

- Assist with escalated cases by requesting necessary resources and aiding in resolution.

- Serve as the point of escalation for complex tickets requiring advanced knowledge.

- Identify key issues and work with leadership to design resolution paths.

- Conduct performance evaluations and provide regular constructive feedback.

- Help create and send biller and payer communications (calls, emails, and ticket reviews) - Perform other duties as assigned.

Goals: First 30 Days: o Gain a complete understanding of the company's solutions and internal systems.

- Attend training, review all provided materials, and complete quizzes.

- Shadow team members to learn how to handle calls and emails.

- First 60 Days: Complete Internal Certification Program o Start assisting with and gaining an understanding on solving tickets and emails from billers and payers.

- Take phone calls on the assigned schedule to gain a complete understanding of support processes.

- First 90 Days: o Review and become familiar with support metrics.

- Start assisting with escalations.

- Ongoing: Generate weekly and monthly reports.

- Evaluate and plan for support improvement.

- Manage all escalations and debrief the manager.

- Assist team members by removing barriers to case resolution.

- Keep an ongoing pulse on call queues.

Competencies:

- Customer-driven, results-oriented, and focused.

- Outstanding verbal, written, presentation, and interpersonal skills.

- Self-starter with a demonstrated ability to achieve results as part of an effective team.

- Excellent time management, organizational, and planning skills.

- Proficient with Microsoft Office Suite or related software.

Education and Experience: A minimum of 10 years of relevant work experience.

- At least five years of experience in customer service, preferably in the software/technology industry.

- At least two years of related experience in a supervisory position is preferred.

- Experience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus