Senior Support Analyst, Customer Success Operations

Client Support & Technical Investigation:

• Serve as primary owner for complex client issues, executive escalations, and technically challenging investigations.
• Independently investigate technical issues using product knowledge and available data before determining next steps.
• Drive investigations across teams while maintaining clear ownership of the client experience.

Operational Excellence:

• Maintain ownership of tickets from intake through final resolution, ensuring documentation and communication are complete.
• Prioritize work based on client impact, workflow-blocking status, and operational risk.
• Identify trends and recommend improvements to workflows, documentation, or product functionality.

Communication & Leadership:

• Lead complex client conversations through email, Zoom, Slack, and phone, translating technical concepts for clinical audiences.
• Model excellent troubleshooting and communication for the Support team, coaching analysts through investigations.
• Partner with Support leadership to identify coaching opportunities and contribute to onboarding and training materials.