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

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

Manager, Solution Enablement

Key skills