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Director of Product Support

Definitive Healthcare

Definitive Healthcare

Product, Customer Service
Framingham, MA, USA
Posted on Tuesday, February 13, 2024

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.

Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.

For over 10 years, we’ve built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.

One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women’s initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.

We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women’s empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.

We’re also a great place to work. For five years in a row, we’ve been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility!

Think you’d be a good addition to our team? Explore our available positions here. We’d love the chance to get to know you.

Position Overview: We are looking for an experienced and dynamic Director of Product Support to lead multiple tiers of support teams. This role encompasses a wide range of expertise areas including technical support, client-facing skills, and domain-specific knowledge, especially in healthcare. The successful candidate will be responsible for the overall success and effectiveness of these teams, ensuring they deliver exceptional support and service, and operate with a customer obsessed mindset.

Key Responsibilities:

  • Leadership and Team Management: Guide, develop, and scale a global team of support professionals across various expertise domains to ensure high performance and continuous skill development.
  • Strategic Collaboration: 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.
  • Customer Advocacy: 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.
  • SLA and KPI Management: 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.
  • Operational Excellence: Work with executive leadership to identify and implement process improvements, operational efficiencies, and strategic initiatives to enhance customer support and satisfaction.
  • Critical Issue Escalation: Take charge of escalating critical issues or problems to company-wide stakeholders, ensuring swift resolution and communication.
  • Procurement Assistance: Assist the procurement team with contract terms and conditions for software subscriptions required by the support team, ensuring alignment with service needs and standards.
  • Multichannel Support Management: Oversee the team's processing of requests through email, live chat, phone, and multiple ticket systems, ensuring a seamless and responsive customer experience.
  • Technology Adoption: Stay informed about emerging customer support technologies, such as chatbots and AI, to continually enhance the support experience.
  • Educational Material Development: 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.
  • Onboarding Process Enhancement: 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.

Qualifications:

  • 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.
  • Strong collaboration skills and experience in interfacing with various departments.
  • Proficient in creating, managing, and achieving SLAs and KPIs.
  • A business-focused mindset capable of strategic planning and optimizing operational efficiency.
  • Excellent communication, leadership, and problem-solving skills.

Additional Requirements:

  • 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.

Why we love Definitive, and why you will too!

  • Industry leading products
  • Work hard, and have fun doing it
  • Incredibly fast growth means limitless opportunity
  • Flexible and dynamic culture
  • Work alongside some of the most talented and dedicated teammates
  • Definitive Cares, our community service group, gives all of us a chance to give back
  • Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:

“Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”

-Business Development Manager

“Great team. Amazing growth. Employees are treated very well.”

-Research Analyst

“I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”

-Profile Analyst

If you don’t fit all of these qualifications, but believe you’re still a great fit, feel free to apply and tell us why in your cover letter.

If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.

Definitive Hiring Philosophy

Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!

Privacy
Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information

Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators with an @definitivehc.com email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to careers@deinfitivehc.com to confirm your status in the application process.