Vice President of Customer Support

About the position About Streamline Healthcare Solutions Here at Streamline, we strive on building lasting and trusting relationships with our clients, and our employees set the bar. Streamline’s mission is to build innovative technology solutions that empower people who improve behavioral health and quality of life of those in need. We are a high growth technology company that delivers web-based software for healthcare organizations to provide and coordinate all service delivery processes. Streamline has been offering software in the behavioral health marketplace since 2003. Streamline has built and maintains systems for some of the nation’s premier behavioral health organizations using the latest web-based technology. Streamline offers competitive compensation and benefits packages as well as a challenging, yet flexible, work environment that is conducive to collaboration and productivity. A career with Streamline Healthcare Solutions provides opportunities for growth and continued learning in a workplace where individual contribution is valued and recognized. Join us, and advance your career today with a company that is on the cutting edge of the behavioral healthcare technology industry. This is a remote position, based in the United States. The salary range offered for the position is $110,000 - $165,000 per year, DOE. Employment visa sponsorship is not available for this position. Summary of the Vice President of Customer Support The Vice President of Customer Support is a part of the Leadership team playing a critical role executing data-driven customer support strategies to expand and grow our business. This role drives strategy, execution, evolution, and results for the customer support team while defining and executing an extraordinary experience for our customers

Responsibilities

• Lead and scale a world-class customer support team that sets the standard for customer support within our company and in the industry.
• Establish a team identity and culture that centers around a standard of excellence, high performance, respect, diversity, and unity across the team.
• Demonstrate extreme ownership combined with constructive collaboration with other internal, cross-functional team members to drive alignment and execution for our customers.
• Implement an individual and team development strategy, including coaching, training, mentoring, career development, and performance management.
• Improve the operational processes, strategies, measurement, and plans to deliver strong results – for our customers and our company.
• Define and own the entire customer support experience, ensuring an exceptional customer experience.
• Be a key partner and strategist with our product team to ensure our product strategy is delivered to the current and future needs of our customers.
• Assist sales team by providing customer support program overviews to prospective clients.
• Represent our customers and our customer support team on the leadership team, including owning all key objectives and results.

Requirements

• Bachelor's degree (B.A.) from four-year college or university ; in Computer Science, Business Administration or related technical degree.
• 5+ years’ experience in Customer Support for a SaaS company (or equivalent experience) preferably in Healthcare and/or EHR, or equivalent combination of education and experience
• Passion for developing deep customer relationships at all levels built on trust, authenticity, empathy, and results.
• Ability to successfully navigate difficult conversations with customers with empathy and proper expectations, balancing interests of both customers and the company.
• Proven ability to own accountability and deliver exceptional results for high customer retention.
• Strong leadership skills that demonstrate the ability to think strategically, execute tactically, and collaborate effectively with key stakeholders internally and externally.
• Excellent ability to inspire, coach, and develop team members to reach their maximum potential.
• Ability to engage with customer executives and other key stakeholders.
• Ability to thrive at a young company – not afraid to wear many hats, get your hands dirty, create processes, maximize output with limited resources, comfortable with ambiguity, and creative problem solving.
• Excellent operations and execution skills – you flat out get things done.
• Technical expertise and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap.
• Deep understanding of value drivers in SaaS recurring revenue business models.

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