About Viz.ai

Viz.ai is the pioneer in the use of AI algorithms and machine learning to increase the speed of diagnosis and care, covering more than 220 million lives across 1,300+ hospitals and health systems in the U.S. and Europe. The AI-powered Viz Platform is an intelligent care coordination solution that identifies more patients with a particular disease, informs critical decisions at the point of care, and optimizes care pathways and helps improve outcomes. Backed by real-world clinical evidence, the Viz Platform delivers significant value to patients, providers, and pharmaceutical and medical device companies. For more information visitviz.ai.

The Senior Manager of Technical Support is responsible for executing the Technical Support strategy and tactics that will improve the customer experience and build emotional loyalty allowing greater impact to overall customer love and stickiness. The focus is to drive the support operations forward in creating stronger relationships, creating a culture of accountability, ensuring timely issue resolution, managing a large team, creating operational efficiency, and lastly creating a fun and motivational environment that attracts the best of the best. 

You will: 

• Develop and achieve Technical Support objectives and goals to support the organizational vision.
• Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team.
• Ensure targeted service and performance standards are achieved or exceeded.
• Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity.
• Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team.

You will love this job if: 

• You are driven to help Viz reliably connect patients to lifesaving care.
• You excel at prompt, clear, and friendly communication.
• Never satisfied when a problem just goes away, you always get to the bottom of it.
• You enjoy being a calm, clear, and caring voice when someone needs your help.
• You thrive in a highly accountable environment, and are not afraid to have fun at wor

Requirements: 

• 5+ years’ experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service.
• Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
• 2+ years Linux system administration and 3+ years using Salesforce.
• Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
• Healthcare interface/integration and medical imaging (DICOM) experience is a plus.
• Experience supporting FDA-regulated software as a medical device (SaMD) is a plus.

What success looks like:

• You ramp-up quickly and become a Viz expert manager within 60 days.
• You routinely monitor your team’s performance with turning customers with issues into our biggest fans.
• You are known for always being responsive, accountable, and demonstrate following through.
• Your professional communication is top-notch.
• You become an ally your teammates and customers know they can count on

Viz offers competitive benefits, including medical, dental, vision, 401k, generous vacation, and other great benefits to full-time employees.  

Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

As part of our commitment to health and safety, we require Viz.ai employees to be fully vaccinated before any in-person meetings unless you are exempt.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Salary Range: $118,500 -$150,000

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