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. We are looking for a Support Services Owner to drive success within our Support organization.
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Responsibilities
As a Support Services Owner, you will work in a team environment to be accountable for the company Health customer relationships. Your ultimate goal is to maintain healthy interactions between the team and our customers to deliver valuable outcomes for both the company and our clients.
- Manage complex external customer relationships with a high degree of variability.
- Influence customer support strategy focusing on value achievement and targeted outcomes.
- Develop and implement complex continuous improvement strategies.
- 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, or a related field, or equivalent relevant work experience.
- At least 6+ years of software/system implementation or system/support work experience.
- Experience in healthcare information technology (HIT), consulting, support, project/program management, customer relationship management, and/or other customer-facing roles.
- Fluent in English.
Preferred Qualifications
- Experience with Cerner Millennium.
- Customer relationship or Service Management experience.
- Experience working in Application Managed Services/Support or product-related businesses.
Expectations
- Willing to work 100% from the customer location (Doha, Qatar).
- 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, understanding personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within the scope of the position.
- Perform other responsibilities as assigned.
