Operations Manager, Customer Success Operations

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. The role involves developing an advanced understanding of all SmarterDx applications, serving as an escalation point of contact for complex Support issues that span multiple teams and may require extended triaging. You will proactively document and train the CS Ops team on new or updated processes and serve as a thought partner to Account Managers and other teams when addressing nuanced client requests.