Senior Manager (Enterprise Solution Support) [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager (Enterprise Solution Support) based in the United States.

This role sits at the intersection of client success, technical support, and product enablement, serving as a key bridge between enterprise healthcare clients and internal product, engineering, and analytics teams. You will be responsible for ensuring that large-scale practice clients effectively adopt and maximize the value of complex SaaS and analytics solutions. The position combines hands-on troubleshooting with strategic problem-solving, helping resolve technical issues while improving long-term system usability. You will play a critical role in translating client needs into actionable insights for product improvement and innovation. The environment is fast-paced, collaborative, and highly cross-functional, with strong exposure to healthcare technology workflows. This is a remote-first opportunity that requires both technical fluency and strong client-facing communication skills. Your impact will be directly visible in client satisfaction, product adoption, and operational performance.

Accountabilities:

• Act as the primary technical liaison for enterprise healthcare clients, providing timely support, troubleshooting, and escalation management for platform and analytics-related issues.
• Diagnose, triage, and resolve client-reported problems while ensuring clear documentation and communication with internal product and engineering teams.
• Guide clients and internal users on platform functionality, best practices, and new features to improve adoption and optimize usage of enterprise tools.
• Develop, document, and maintain standard operating procedures (SOPs) to streamline recurring issue resolution and enable scalable self-service support.
• Monitor, prioritize, and manage incoming client issues using structured ticketing systems, ensuring timely resolution and stakeholder updates.
• Collaborate cross-functionally with product, engineering, and analytics teams to relay client feedback and support platform enhancements.
• Design and implement process improvements and workarounds to enhance system performance and client experience.
• Train internal teams on SOPs and support processes to ensure consistent execution and service quality.
• Contribute to continuous improvement initiatives by identifying recurring issues and recommending long-term solutions.

Requirements:

• Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field (or equivalent practical experience).
• 5+ years of experience in Customer Success, Implementation, Technical Support, or similar roles within enterprise SaaS environments.
• Strong experience in healthcare, health IT, or related regulated environments is required.
• Solid technical understanding of web-based platforms, APIs, enterprise software systems, and troubleshooting methodologies.
• Experience working with analytics tools such as Tableau or similar platforms to generate insights.
• Proven ability to manage client relationships, set expectations, and deliver high-quality technical support in enterprise settings.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Experience using ticketing or project management tools such as Jira to track and resolve issues.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills, attention to detail, and ability to manage multiple competing priorities.
• Self-starter mindset with a strong focus on continuous improvement and client satisfaction.
• Ability to thrive in fast-paced, evolving environments with shifting priorities.

Benefits:

• Flexible remote-first work environment with adaptable work schedules
• Comprehensive health, dental, and vision insurance with significant employer contribution
• Generous paid time off, including vacation days, holidays, and volunteer days
• Paid parental leave for new parents
• 401(k) retirement plan with company match
• Stock options as part of total compensation package
• Educational assistance and professional development support
• Sabbatical program after long-term service
• Additional wellness, mental health, and employee support programs
• Competitive and mission-driven work environment focused on healthcare innovation

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.