Manager, Solution Enablement
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Job Description
Manager of Solution Enablement at GW RhythmX ensuring effective delivery and performance of software solutions. Collaborating with various teams to optimize customer success and operational performance.
Responsibilities:
- Lead frontline service delivery, including communicating the value of GW RhythmX products, workflow optimization, and customer education
- Ensure timely and effective triage, escalation, and resolution of customer issues in accordance with defined SLAs in partnership with Support
- Monitor service performance metrics and proactively address gaps in adoption, utilization, and service quality
- Identify recurring customer issues and partner with internal teams to implement scalable solutions
- Ensure customers are effectively enabled to use the software within their operational workflows
- Deliver workflow education, training, and best practices to drive adoption and utilization
- Identify adoption risks and implement improvement plans
- Drive consistent execution of service delivery playbooks and standard operating procedures
- Partner with Solution Enablement Leadership Product to escalate systemic issues and improve product performance
- Provide frontline customer insights to inform product enhancements and roadmap prioritization
Requirements:
- 5–8 years of experience in customer success, service delivery, technical support, or client operations in a SaaS environment
- Experience managing enterprise or healthcare technology customers preferred
- Strong operational and organizational skills
- Excellent communication and leadership skills
- Ability to manage multiple priorities in a fast-paced environment
- Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
Benefits:
- exceptionally generous paid time away from work
- a variety of paid leave programs
- savings opportunities with 401(k) and incentive plans
- internal education programs
- full array of health benefits
- fitness reimbursement
- cell phone subsidy
- casual offices with snacks and drinks
- peer recognition programs
- health advocacy and employee assistance programs
- chili cook-offs
- pet insurance (yes, really) and so much more
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