Director of Product Support
Posted on 2/13/2024
Definitive Healthcare

501-1,000 employees

Healthcare commercial intelligence SaaS platform
Company Overview
Definitive Healthcare distinguishes itself as a leader in healthcare commercial intelligence by providing a robust SaaS platform that harnesses advanced data analysis and market insights to empower businesses within the healthcare sector. The company's commitment to delivering actionable insights is evidenced by a decade of sustained industry presence and the trust of a diverse client base seeking to navigate the complexities of healthcare markets. Definitive Healthcare's competitive edge is further solidified by its comprehensive data sets and analytics capabilities, which enable clients to make informed strategic decisions and achieve commercial success.
Data & Analytics

Company Stage

Seed

Total Funding

$9.1M

Founded

2011

Headquarters

Framingham, Massachusetts

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

3%
Locations
Framingham, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Microsoft Azure
Communications
JIRA
iOS/Swift
Marketing
CategoriesNew
Product
Requirements
  • At least 8 years of experience in customer support, with a minimum of 2 years in a senior management or director role
  • Experience with software development tools such as JIRA or Azure DevOps
  • Proven track record of building and leading global customer support teams
  • Demonstrated ability to manage teams across diverse areas of expertise
  • Proficient in creating, managing, and achieving SLAs and KPIs
  • Bachelor’s degree in business administration, Communications, or related field. Master’s degree preferred
  • Proficiency in CRM and support software tools
  • Ability to handle multiple priorities in a fast-paced environment
  • Preferred experience in healthcare or related domains
Responsibilities
  • Guide, develop, and scale a global team of support professionals across various expertise domains to ensure high performance and continuous skill development
  • Collaborate closely with departments such as Customer Support, Customer Experience, Account Executives, and Professional Services, along with Product, Marketing, IT, Legal, and Engineering teams, to ensure a unified approach to customer satisfaction
  • Serve as the voice of the customer within the organization, making sure customer feedback is prioritized by working with Product and Engineering to escalate and prioritize issues
  • Establish, track, and uphold Service Level Agreements (SLAs) with both internal and external stakeholders. Manage the team's Key Performance Indicators (KPIs) to ensure targets are consistently met
  • Work with executive leadership to identify and implement process improvements, operational efficiencies, and strategic initiatives to enhance customer support and satisfaction
  • Take charge of escalating critical issues or problems to company-wide stakeholders, ensuring swift resolution and communication
  • Assist the procurement team with contract terms and conditions for software subscriptions required by the support team, ensuring alignment with service needs and standards
  • Oversee the team's processing of requests through email, live chat, phone, and multiple ticket systems, ensuring a seamless and responsive customer experience
  • Stay informed about emerging customer support technologies, such as chatbots and AI, to continually enhance the support experience
  • Build and maintain a comprehensive corpus of help center and client-facing materials for education and training, ensuring resources are up-to-date and effective
  • Curate and overhaul the onboarding journeys for new hires, both local and international, ensuring a smooth transition and integration into the company culture and processes
Desired Qualifications
  • Master’s degree in business administration, Communications, or related field
  • Experience in healthcare or related domains