Senior Client Support Manager

3 days ago

Lahore, Punjab, Pakistan beBeeLeadership Full time 1,200,000 - 2,000,000
Job Title: Lead Client Support

We are seeking an experienced and proactive professional to oversee the client support function, ensuring seamless application performance and leading a team dedicated to providing exceptional service.

Key Responsibilities:

  • Team Leadership: Supervise and mentor a team of client support specialists, setting performance goals, monitoring KPIs, and providing regular feedback and training.
  • Application Monitoring: Ensure ongoing monitoring and maintenance of application performance for optimal client experience.
  • Advanced Technical Support: Act as the escalation point for complex application issues, providing advanced troubleshooting and resolution strategies.
  • Incident & Ticket Management: Oversee incident tracking and ticketing workflows, ensuring prioritization, timely resolution, and quality of support.
  • Client Relationship Management: Serve as the primary point of contact for high-value clients and critical issues, maintaining strong, professional relationships.
  • Cross-Functional Collaboration: Liaise with product, development, and system administration teams to resolve issues and implement product improvements.
  • Issue Resolution: Ensure that client issues are diagnosed, resolved, and documented efficiently, and escalated when necessary.
  • Communication: Maintain clear, professional, and timely communication with clients via phone, email, and chat.
  • Product & Process Expertise: Maintain in-depth knowledge of products and services to guide clients effectively and provide strategic input to internal teams.
  • Client Training: Coordinate and deliver training sessions to help clients maximize the value of solutions.
  • Reporting & Analysis: Generate and present regular reports on support performance metrics, trends, and client satisfaction levels to leadership.

Requirements:

  • Minimum 5+ years of experience in client/application support & leading role.
  • Healthcare industry experience is preferred.
  • Strong analytical and problem-solving skills, with the ability to lead root cause analysis and complex troubleshooting.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Hands-on experience with ticketing systems and incident management tools.
  • Ability to prioritize tasks effectively and manage a support team in a dynamic environment.
  • Demonstrated ability to collaborate with cross-functional teams.
  • Experience with client onboarding, training, and retention strategies is a plus.
  • Bachelor's degree in Computer Science, Information Technology or a related field is preferred.

Shift Timings: Afternoon Shift, Evening Shift

About Us:Persivia and Soliton Technologies are AI-powered HealthTech platforms that enable providers, payers, and large healthcare organizations to deliver personalized, value-based care. By integrating clinical and claims data, we deliver real-time insights that drive improved patient outcomes, clinical performance, and operational efficiency.
Role Code: #ST25Q3LCSApply Now

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