Software Support Manager

Vacancy Name Software Support Manager
Company Sentry Data Systems
Speciality Technology
Category Permanent
Location Country Office Location Home based - US
Additional Locations Introduction to Craneware Let's transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future. If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.
The Team As a Software Support Manager, you will lead and develop the Software Support team to deliver a high-quality, consistent customer experience while meeting service levels, driving operational efficiency, and supporting business growth.
You Will Be Managing the day-to-day operations of the Software Support team to ensure timely, high-quality issue resolution.
Monitoring, prioritising, escalating, and resolving customer support issues in line with SLAs and departmental KPIs.
Coaching, mentoring, and developing team members to build capability, performance, and engagement.
Translating strategic objectives into team and individual goals and holding teams accountable for delivery.
Managing team resources, schedules, and capacity to align support coverage with customer demand.
Driving continuous improvement by identifying and implementing process, tool, and workflow efficiencies.
Leading the rollout of internal projects and initiatives to enhance team effectiveness and operational performance.
Partnering closely with Product, Engineering, Test, Data, and Business Intelligence teams on releases, bugs, and enhancements.
Overseeing onboarding, training, and ongoing learning plans for new products, features, and team members.
Managing recruitment, performance reviews, and people processes to maintain a high-performing support function.
Handling escalated customer complaints and complex issues to maximise customer satisfaction and retention.
You Will Bring Bachelor's degree with 3+ years in a customer-facing IT role, or 5+ years of equivalent experience.
3+ years' experience managing large teams and leading complex projects, including healthcare software implementations for IDNs.
Deep understanding of healthcare revenue cycle operations and strong business acumen across the healthcare IT landscape.
High proficiency in Microsoft Office Suite and a strong aptitude for learning new technologies quickly.
Expert knowledge of The Craneware Group's products, customer needs, and key business drivers.
Exceptional communication, presentation, and interpersonal skills, with a strong focus on customer service.
Skilled in coaching, mentoring, and motivating teams to deliver high-quality results.
Strong project management, problem-solving, and critical thinking capabilities.
Dependable, detail-oriented, and consistently takes initiative.