Customer Success Operations Manager

About this role

SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.


Role


SmarterDx is seeking an Operations Manager to help optimize internal processes and partner with Customer Success Managers to better support our clients.


Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Supporting their work is an essential component of what we do at SmarterDx, and in this role, you will lead initiatives to develop new processes or optimize existing processes that have a direct impact on their experience with our applications.


You will partner with our Customer Support Managers to ensure alignment on internal requests and escalations that impact the customer experience. In addition to this partnership, you will be responsible for collaborating closely with cross-functional teams to develop and implement processes.


\*\*This role is fully remote within the US\*\*


What You'll Do

- Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
- Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests
- Leads multi-week, cross-functional projects to manage requests from existing customers
- Proactively documents and trains cross-functional teams on new or updated processes
- Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values
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