This critical leadership role will create and scale a Production Support practice to provide Tier 1 (functional) and Tier 2 (Technical) support services for the MHK CareProminence platform, and maximize the health of the MHK production client portfolio, including but not limited to the following:
Overseeing the clean ingestion, triage and categorization, and collaborative prioritization of client tickets.
Shepherding and driving the expeditious resolution of client reported issues.
Orchestrating the speedy response to client requests, from platform and service questions to requests for multi-faceted services / projects.
Aiding clients in expeditiously accessing available resources within MHK to resolve issues or obtain answers to questions.
Ensuring that appropriate communication about client-impacting changes are delivered to production clients.
Supporting clients to self-serve based on available tools and collateral.
Ensure that the clients are realizing the business value from their implementation and use of the platform.
Key Responsibilities:
Client Management
Lead clients in their efforts to maximize their usage of the CareProminence platform to achieve their technical strategic initiatives.
Ensure that each client has the necessary production support coverage.
Maintain visibility into client priorities and ensure they are addressed in a timely manner.
Manage client expectations to ensure that delivery quality is optimized.
Assess issue risks and drive mitigation strategies to reduce impact to clients.
Serve as the (client-facing) escalation path and address all production issues that arise, including direct client communication to maintain client satisfaction.
Report on and maximize the operational and financial health of the production portfolio.
Drive billable capacity wherever possible, and where needed contribute to billable utilization.
Define and scale an operational infrastructure needed to maximize delivery throughput and profitability and deliver a successful client and employee experience.
Operational Management
Set the operational direction for the function in alignment with the strategic direction of MHK and Professional Services.
Serve as the source of truth for the Production Support practice.
Establish and maintain a scalable charter, financial and operational success measures, delivery and internal framework, and cross functional partnerships needed to deliver measurable outcomes based on defined KPIs; including but not limited to: Ticket Closure Rate, First Contact Response Rate, First Contact Resolution Rate, Average Resolution / Cycle time, SLA Adherence, Self-Service (Case Deflection), Client satisfaction.
Build, leverage, and maintain internal-departmental and cross-functional partnerships to accomplish functional, Professional Services, and MHK goals.
Set and publish performance targets and success measures in alignment with PS and business strategy.
Build the resource and knowledge management framework to optimize delivery capacity.
Audit and enforce usage of processes and address adherence issues as they arise.
Ensure that all delivery and internal processes are financially and operationally sound – from work ingestion through client billing.
Establish and maintain continuous improvement framework to evolve the practice as client and business needs change, using the latest commercially available technologies (i.e. knowledge bases, support systems, AI).
Employee Management
Create an environment that sets clear expectations for new and existing employees, positions them to meet client and business demands, and thrive at MHK.
Lead and scale a team of managers and individual contributors to deliver support services and in a timely, efficient, and client satisfactory manner and achieve prescribed success measures.
Establish clear roles and responsibilities for the team in alignment with client and business success measures.
Provide the tools, position the skills, and promote the mindset and mentality to yield the optimal results from employees.
Collaborate with training team to build necessary training for team members to maximize understanding of the CareProminence platform to address client needs.
Measure performance and hold the team accountable to achieving prescribed success measures, including but not limited to: Utilization, billability, delivery success, customer service, and core values.
Drive consistent adherence to all administrative processes mandated by MHK and Professional Services function; including but not limited to time reporting.
Address personnel issues expeditiously that have adverse impacts to team productivity and morale.
Experience Requirements:
10 years of experience in a post-implementation client-facing support role, including production issue tracking, cross-functional issue resolution orchestration, and SLA adherence.
Minimum of 5 years of proven experience leading and scaling support operations
Skill Requirements:
Strategic thinking and Technical Consulting
Proficiency in enterprise SaaS delivery
Project Management and Risk Management
Ability to leverage automation tools (AI, etc.) to scale for growth
Proven ability to lead managers and enforce strong performance management practices
Strong relationship building and inter-personal skills
Excellent and consistent written and verbal communication
Solution-based, scalability-driven, and collaborative approach to problem solving
MS Office, proficiency in process mapping
Additional Requirements:
Candidate will be local to Tampa and able to collaborate onsite at least two (2) days per week
Serve as a positive ambassador for MHK and Professional Services
Must be client-facing with the ability to manage escalated client relationships.
Knowledge of the enterprise care management platforms.
Must be able to travel to client locations as needed (quarterly).
Be highly responsive to all stakeholders (internal and external) as customers.
Penchant towards building frameworks that are centralized and have minimal adverse cross-functional impact.
COMMITMENT TO DIVERSITY & INCLUSION
We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
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