Customer Care Manager

• Lead and manage daily Customer Care operations, ensuring effective case handling and timely resolution.
• Monitor SLA compliance, case backlogs, response times, and resolution performance.
• Oversee critical incidents and escalations, ensuring effective coordination and timely customer communication.
• Drive continuous improvement in support processes, service quality, and operational efficiency.

• Lead, mentor, and develop a team of Customer Care Engineers and Team Leaders.
• Monitor individual and team performance against defined KPIs.
• Identify training needs, technical skill gaps, and professional development opportunities.
• Promote accountability, collaboration, knowledge sharing, and a customer-first culture.

• Build and maintain strong relationships with customers and strategic accounts.
• Drive proactive customer engagement beyond incident resolution to understand customer needs, challenges, and future requirements.
• Monitor customer satisfaction, identify at-risk accounts, and implement improvement plans.
• Manage sensitive customer escalations professionally, ensuring transparency and effective communication.

• Provide technical guidance and oversight for complex healthcare IT incidents.
• Collaborate with L3 Support, Engineering, Product Management, Implementation, and Clinical Applications teams to drive issue resolution.
• Oversee the investigation of recurring issues, root cause analysis, and corrective and preventive actions.
• Support system upgrades, service transitions, and post-implementation stabilization activities.

• Monitor and analyze operational KPIs, including SLA compliance, customer satisfaction, case resolution time, and backlog trends.
• Maintain accurate case management and reporting through Salesforce CRM.
• Prepare periodic performance reports highlighting service trends, operational risks, and improvement opportunities.
• Drive initiatives to improve customer retention, service reliability, and overall customer experience.

• Bachelor’s degree in Biomedical Engineering, Computer Engineering, Information Technology, or a related discipline.
• 10+ years of experience in technical support, customer care, or IT service delivery, including at least 3 years in a leadership or management role.
• Strong technical background in healthcare IT, preferably PACS, RIS, VNA, or enterprise medical imaging solutions.
• Solid understanding of IT infrastructure, networking, Windows Server, SQL Server, virtualization, and cloud technologies.
• Familiarity with DICOM, HL7, and healthcare system integration.
• Proven experience managing technical support teams, customer escalations, and SLA-driven service operations.
• Strong analytical, problem-solving, decision-making, and organizational skills.
• Excellent English communication, presentation, and stakeholder management skills.

• Experience with Salesforce Service Cloud or similar CRM/ticketing platforms.
• ITIL certification or practical experience implementing IT service management best practices.
• CIIP certification or equivalent healthcare imaging informatics knowledge.
• Experience supporting enterprise healthcare environments and geographically distributed customers.
• Familiarity with AWS, Azure, high availability, disaster recovery, and healthcare data security requirements.
• Experience with customer satisfaction programs, service performance dashboards, and continuous improvement initiatives.

We are looking for a leader who:

• Takes ownership and drives results.
• Balances technical excellence with customer satisfaction.
• Builds high-performing teams and develops future leaders.
• Thinks proactively rather than reactively.
• Communicates effectively with customers and internal stakeholders.
• Understands that customer success extends beyond resolving support tickets.