Sr. Director, Technical Support at WellSky in Austin, Texas

Job Description:

As the Sr Director of Technical Support, you will lead the technical support team across multiple locations and act as the main point of contact for internal and external clients. You will serve as a brand ambassador, representing the best interests of the company, our clients and industry partners in every interaction. You will work with Sales, Finance and Account Management on customer escalations, providing proper communication internally and externally throughout the process. You will work with Development and Product to present critical customer needs and concerns, and work with DevOps, IT and Product on system issues and downtime communication with customers. In addition, as the Director, you will work with third-party vendors regarding supporting software changes.

If you are an experienced, ambitious, and passionate self-starter with a positive attitude, looking to join a winning team that provides extraordinary client service, then look no further!

A day in the life!

You will be responsible for the following:

• Participate in the new hire selection process (orienting, training, scheduling, coaching employees). You'll also communicate job expectations, plan, monitor, and review job contributions, compensation actions and implement policies and procedures.


• Achieve customer success objectives by contributing applicable information and building strategic plans.


• Resolve problems, complete audits, determine system improvements, and implement change.


• Identify service trends while using the tools available to streamline processes and knock down roadblocks to help your team achieve their goals.


• Meet financial objectives by forecasting resources, identifying needed technology solutions, scheduling expenditures and handling available funds.


• Determine customer success requirements by maintaining contact with customers, visiting/collaborating with other related teams, conducting internal/external surveys, forming focus groups and benchmarking best practices.


• Improve customer success quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and guiding the team to navigate various Success interactions/client situations


• Take full ownership of appropriate control areas for compliance related business objectives.

Do you have what it takes?

Required Experience:

• Bachelor's degrees preferred or equivalent work experience


• 5-7 years' experience within the technical and operational support space


• 3-5 years in a management position preferred


• Experience with CRM and bug tracking software.


• Background working with and setting high customer service benchmarks and performance metrics


• Real passion for and ability to measure/track customer satisfaction


• Extraordinary communication and customer service skills


• Strong leadership skills; ability to develop and foster teamwork


• Take a logical, systematic, and sequential approach to problem solving


• Excellent organizational, multi-tasking and prioritization skills


• Ability to demonstrate support for organizational changes


• High technical aptitude in Microsoft Office


• Must be located in or willing to relocate to Austin, TX

About WellSky

WellSky is a leading supplier of software and services solutions that help acute, post-acute, and human service providers improve efficiency, support business growth, and provide intelligent care to patients and people in need. WellSky is headquartered in Overland Park, KS with 1,800 teammates across the U.S., Canada, and the U.K. WellSky serves more than 20,000 client sites around the world - including the largest hospital systems, blood banks and labs, in-home care agencies, post-acute care facilities, government agencies, and human services organizations. WellSky's software and services address the continuum of health and social care - helping businesses, organizations, and communities solve touch challenges, improve collaboration for growth, and achieve better outcomes through predictive insights that only WellSky solutions can provide. Informed by 40 years of providing software and expertise, WellSky anticipates providers' needs and innovates relentlessly to help people thrive. Our purpose is to empower care heroes with technology for good, so that together, we can realize care's potential and maintain a healthy, flourishing world.

We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, a new Health Savings Account with a generous employer contribution and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S. based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.