Manager, Customer Advisors

Job Summary

Homeland is partnering with a leading global healthcare technology company to hire a motivated and skilled Manager, Customer Advisors for our Technical Customer Care team.

In this leadership role, you will oversee a team dedicated to driving adoption and supporting the retention of SMB and Mid-Market providers. Your focus will be on ensuring customer success, strengthening relationships, and enhancing the overall customer experience.

As Manager, you will monitor key metrics to assess customer relationship health, troubleshoot and escalate issues as needed, and apply your expertise in relationship management, consultative support, and strategic thinking. You will address gaps in implementation, training, and ongoing support while fostering long-term customer satisfaction and retention. Additionally, you will mentor and develop your team, equipping them with the skills and knowledge needed to provide outstanding client service.

Responsibilities

• Mentor, coach, and support team members, fostering a collaborative and results-driven environment
• Build strong customer relationships to identify opportunities and consistently meet monthly goals
• Monitor and maintain the overall health of customer relationships
• Proactively manage high-support ticket customers by identifying recurring issues and collaborating with technical teams for resolution
• Work closely with the Interoperability team to address billing and process-related issues for customers with high rejection rates
• Identify and assist customers with low adoption or training metrics, ensuring they fully utilize the product
• Uncover customer pain points, business needs, and challenges to offer tailored solutions
• Drive customer retention efforts by proactively identifying at-risk clients through engagement and satisfaction metrics
• Collaborate with product, marketing, and finance teams to ensure ongoing client success
• Provide valuable customer feedback to product, sales, and marketing leadership to inform improvements
• Assist in resolving challenging customer requests and handling issue escalations as needed
• Help customers realize product benefits and proactively introduce new solutions
• Inspire and motivate the team to achieve key performance metrics
• Track, measure, and optimize client activities to enhance overall performance

Requirements

• 5 years of leadership experience in customer retention within SaaS platforms, with a strong background in customer service management and leading teams in a call center environment to drive customer success and satisfaction
• Ability to provide insightful and actionable feedback from client interactions to executive leadership
• Proven track record of fostering a culture of accountability, collaboration, and continuous improvement within teams
• Excellent customer service and communication skills, with proficiency in Salesforce Service Cloud, Gainsight, Microsoft Office, Jira, and AWS
• Strong analytical and problem-solving skills, with the ability to identify technical issues, analyze root causes, and implement effective solutions to enhance customer care performance
• Demonstrated interpersonal, collaborative, and relationship-building skills to effectively engage with clients and internal teams
• Passionate about customer service and dedicated to delivering value to customers
• Strong organizational skills, with the ability to manage priorities and workflow efficiently
• A team-oriented mindset, enthusiasm, and a strong desire to succeed
• Experience working with clients in the healthcare or homecare industry, preferred

Benefits

Our client offers a competitive salary as well as a benefits package that includes competitive health plans, paid time off, company-paid holidays, a 401K retirement program with a company match, and additional company-sponsored programs.

Summary

Apply today!

EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.