Operations Manager, Customer Success Operations

Operations Manager, Customer Success Operations

SmarterDx is seeking an Operations Manager to help optimize internal processes and partner with Customer Success Managers to better support our clients.

Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Supporting their work is an essential component of what we do at SmarterDx, and in this role, you will lead initiatives to develop new processes or optimize existing processes that have a direct impact on their experience with our applications.

You will partner with our Customer Support Managers to ensure alignment on internal requests and escalations that impact the customer experience. In addition to this partnership, you will be responsible for collaborating closely with cross-functional teams to develop and implement processes.

SmarterDx builds clinical AI that empowers hospitals to achieve 100% chart accuracy for revenue integrity. Our solution helps hospitals tell the most accurate and complete story of the patient and the care that was delivered, which helps them recover millions in earned revenue and improve quality of care scores. Become a Smartian and help optimize the way the healthcare system works for everyone.

This role is fully remote within the US

What You'll Do

• Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
• Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests
• Leads multi-week, cross-functional projects to manage requests from existing customers
• Proactively documents and trains cross-functional teams on new or updated processes
• Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values
• Leverages SQL to complete back-end queries to effectively triage complex customer issues

What You Bring

Nice to Haves

Compensation

$135,000 - $155,000 salary + equity incentives

#LI-Remote

Benefits