Support Manager

Medrio’s SaaS offering is a key component in the pipeline of getting lifesaving drugs to people who need them. We automate the clinical trial process and offer significant advantages over the competition, including 75% lower cost and quick, easy setup. Founded in 2005, Medrio is privately owned and currently experiencing geometric growth in terms of customers, revenue, and employees.

The Global Technical Support Manager is responsible for leading Medrio's global team of support engineers and contractors. This high functioning team is the insurance to our customers that keep their businesses running 24/7, 365. 

Essential Duties and Responsibilities:

• Direct activities of the Global Technical Support Team. Provide coaching and mentorship.
• Provide guidance, training and education for all activities related to these teams including but not limited to technical customer support, sandbox setup and management, study setup and closeout, new customer orientation and training, and ongoing customer communications.
• Direct management responsibilities for all Support employees and workload.
• Develop, mentor, and empower team members to ensure maximum performance results. 
• Engaging in support or difficult accounts or management escalations
• Manage and update processes that support inter-department communications and tasks.
• Manage customer experience in the day to day, ensuring immediate responses and resolution of highest quality.
• Recruit and train new staff as needed following standard protocols defined in SOPs
• Responsible for key performance indicators reporting, or organization performance, including customer satisfaction, operational efficiency, product quality, and employee satisfaction.
• Maintain ownership over one or more areas of responsibility as a member of the operations leadership team, spanning process definition and improvement, interdepartmental relations, employee & customer satisfaction initiatives.

Skills/Areas of Experience:

• 3-5 years of experience within technology operations and/or customer service in a fast paced mission-critical support environment or equivalent industry.
• Core skills/competencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Business Acumen, Technical Aptitude w/high EQ.
• Experience w/CRM's and workflow systems.
• Experience facilitating presentations, training, or related activity
• Strong time management skills, organization and prioritization skills
• Proven ability to lead to successfully lead an operations team
• Salesforce, knowledge base systems, live chat, chatbot experience.

About Medrio:

Medrio's SaaS offering is a key component in the pipeline of getting lifesaving drugs to the people who need them. We automate the clinic trial process and offer significant advantages over the competition: 75% lower cost, setup in days rather than months, and much better ease of use. Founded in 2005 we are privately owned, profitable, and are currently experiencing geometric growth in terms of customers, revenue, and employees. We believe in wellness! Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance, gym membership, and we promote an atmosphere of work/life balance, including flexible work schedules and unlimited PTO. 

The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We are looking for smart, collaborative, creative, and conscientious people to help us expand our product capabilities and better serve our customers.

To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.