Responsibilities:

Define and evolve a practical, forward-looking support operations roadmap.
Establish lightweight but effective operating cadences.
Balance short-term stabilization needs with longer-term improvements.

Systems & Tools:

Own the structure and ongoing optimization of Salesforce Service Cloud.
Design and refine case lifecycle, fields, taxonomy, and routing logic.
Partner with internal teams and external partners to maintain data integrity.

Workflow:

Partner closely with support engineers to understand how complex issues are resolved.
Improve case intake, categorization, and routing.
Identify inconsistencies and introduce structure where it adds clarity.

Model N

Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. They have helped over 150 customers maximize revenue, streamline operations, and maintain compliance. They are located across more than 120 countries.

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