At the company, we put humans at the heart of every conversation. Our mission is to create a human-centric healthcare experience powered by unified global data. From patients to providers, payers, and the global population, our objectives are to improve health, reduce costs, and enhance the healthcare experience. As a Senior Support Services Owner, you will develop and manage the company's Support relationship with designated accounts, maximizing customers’ use of Support Services and driving a high degree of satisfaction.
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Responsibilities
- Represent the customer as a single point of contact within the company.
- Manage the contract or delivery engagement as defined by the company's Service Support (OSS).
- Develop and maintain relationships with senior management across lines of business and third parties.
- Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints.
- Advise the account on the effective usage of the company's support services, products, tools, systems, interfaces, and procedures.
- Assure and improve the quality of service and maintain accurate account information.
- Assist in the renewal of Support contracts and contribute to pre-sales activities.
- Communicate opportunities for customers to engage with the company, such as technical events and business seminars.
- Manage complex external client relationships with a high degree of variability.
- Influence client support strategy focusing on value achievement and targeted outcomes.
- Act as the single point of contact for cross-organizational support escalations.
- Provide support process expertise and advise on expectations for both internal stakeholders and external clients.
- Contribute to internal team value and improvements.
Requirements
- Bachelor's or Master’s degree in IT, HealthCare, a related field or equivalent relevant work experience.
- At least 6+ years of software implementation/support work experience.
- Experience in healthcare information technology (HCIT) consulting, HCIT support, project/program management, or client relationship management.
- Fluent in English; Arabic fluency is a plus.
Preferred Qualifications
- Cerner millennium experience.
- Client relationship/service management experience.
- Experience working in Application Managed Services and SolutionWorks business units.
Expectations
- Willing to work 100% from client location (Abu Dhabi, UAE).
- Willing to work additional or irregular hours as needed and allowed by local regulations.
- Work in accordance with corporate and organizational security policies and procedures.
- Perform other responsibilities as assigned.
Summary
Drive client success as a Senior Support Services Owner at the company Health—manage key relationships, deliver value outcomes, and shape healthcare’s future.
