Senior Manager (Enterprise Solution Support) in United States at Jobgether

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.

• 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.

• 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.

• 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