Partner Services Coordinator, Regional Manager

Customer Service Rockville, Maryland


Description

Credible Behavioral Health Software is a leading Behavioral Health Enterprise Software company based in Rockville, MD and providing an Electronic Health Record (EHR) to the growing US Behavioral Health market. Recognized by Deloitte as one of the 500 fastest growing companies in North America (see Deloitte Fast 500) Credible is expanding our team in our Rockville, MD HQ location.

Join the Credible Team! Credible is looking for qualified candidates with experience in technical support. The Technical Support Specialist will have the responsibility of providing outstanding technical support for Credible employees and Partners (customers) under the leadership of the Director of Partner Service Support.

Overall Responsibilities for Partner Services Manager:

  • Provide team leadership and demonstration of technical knowledge to support Partners by researching and answering questions; troubleshooting problems; optimizing software performance.
  • Maintain an awareness of implementation timelines for assigned Partners and work closely with Implementation Managers, Partner Relationship Managers, Training, Consulting, Technology, Sales, and Partners to ensure that timelines are met and needs are addressed.
  • Have team conduct Domain Wellness for every Partner yearly. Use as a basis to gauge satisfaction and offer additional products, services, or training to improve satisfaction levels. 
  • Accurately track and monitor performance against established standards and key performance indicators, addressing escalated issues and working with Management by taking recommendations and suggestions to improve operations.
  • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
  • Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis.
  • Remains on-call during off-peak hours to respond to support service issues.
  • Manages PSC staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
  • Assist PSC staff with their professional development.
  • Coordinates training requirements.
  • Regarded as a team player and leader by colleagues and model Credible’s values and culture.
  • Serve as a primary interface to Credible Partners when issues arise related to support. 
  • Provide outstanding Partner Service, including timely, concise and accurate responses, proactive Partner Issue management, while handling all Partner requests in a professional, positive, and dignified manner.
  • Provide training and consultation, as needed, on functionality in the software.

 Requirements for PSC Manager:

  • 8+ years of professional work experience required
  • Bachelor’s degree or equivalent work experience required
  • 2+ years of team management experience required, preferably with a growing team
  • Customer support background preferred
  • Display willingness to make timely decisions; exhibit sound and accurate judgment, support and explain reasoning for decisions, and include appropriate people in decision-making process.
  • Ability to recruit, train, mentor and supervise team members and establish initiatives to motivate and educate staff.
  • Establish strong relationships both internally and externally to grow and develop additional communication channels.
Credible is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.