Senior Director of Customer Support

Description:
TruMed Systems, Inc. is the fastest growing vaccine storage and handling company. TruMed serves individual clinics, major health systems, and public healthcare facilities throughout the U.S. TruMed’s mission is to improve health care practitioners’ total outcomes by creating point-of-care inventory management systems that support product efficacy, patient safety, and practice objectives. Our first two products are the AccuVax® Vaccine Management System and AccuShelf ® Inventory Management Systems. Together, our products secure medication and material storage and management that automates control and integrity, minimizes risks of incorrect medication delivery, tracks inventory for all medications and optimizes office workflow in the healthcare settings. Founded in 2012, TruMed is a VC-backed company based in San Diego, CA.

Job Summary
The Sr. Director of Customer Support will provide leadership and coordination of company’s Technical and Field Support & Service functions. Further, the Sr. Director will oversee staff activities, interface with company’s customers, and generate sales satisfaction metrics. This position reports to the VP of Administration, and works to ensure customer satisfaction and service within cost and time targets. This position is not a remote role.

Primary Responsibilities
Organize and Lead Company Function

• Develop and implement strategic plans for the call center that align with the company's broader business objectives. Conduct needs assessments, capacity planning, and cost-benefit analysis to determine operational strategies.
• Provide leadership in the planning, designing, due diligence and implementation of Tech Support & Service and Field Service.
• Establish and implement short- and long-range goals, objectives, policies, and operating procedures for team
• Monitor and analyze call center metrics, including, but not limited to, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores. Use data to identify trends, pinpoint areas for improvement, and implement actionable strategies.
• Manage the technology and software used in the call center, such as workforce management (WFM) and customer relationship management (CRM) systems. Implement new technologies like AI and omnichannel platforms to improve efficiency and customer interactions.
• Manage staffing and develop effective practices to strengthen quality of our customer relationships through excellent service
• Lead feedback loop to engineering on opportunities to enhance product offerings, serviceability, and overall customer satisfaction
• Manage Training schedule and evolve organization to more nimble integrated training
• In collaboration with Marketing, evaluate customer and market insights to continually strengthen TruMed’s perception with current and prospective customers to aid company’s efforts on Renewals and New Account wins
• Promote positive relations with customers, partners, vendors, and distributors in all activities
• Ensure staff is well-trained on the best practices for customer service, on-time response, complete resolution of any service problems, and a post-service check-in with customers
• Establish and document all standard operating procedures (SOPs), quality assurance programs, and internal workflows to ensure the new call center can scale efficiently as the company grows.
• Perform other duties and lead projects, as required

Hire, Develop, Train and Motivate Top Talent

• Recruit, train, supervise, motivate, and evaluate department staff
• Develop team members
• Manage team to achieve customer operation goals
• Manage outsourced resources/vendors

Required Knowledge, Skills and Abilities

• Quick learner, with an aptitude for understanding and mastering details of the company’s products and services
• Possesses knowledge of products and markets where customer service is key element in achieving business goals
• Demonstrates ability to think creatively
• Professional demeanor to represent the company in the best possible light at all times. Strong written and verbal communication skills. Exceptional interpersonal and motivational skills.
• Ability to motivate teams to produce quality results and simultaneously manage several projects
• Ability to participate in and facilitate group meetings
• Metrics-driven, with a passion for achieving and maintaining high customer satisfaction
• Proficient in MS Office; familiarity with Salesforce is a plus

Education and Experience

• 10+ years of experience in leading customer service / satisfaction teams
• Passion and empathy for listening to customer’s problems, with a goal of quickly diagnosing and remedying them. Technical skills and understanding of technology products is a strong asset.
• A minimum of a bachelor’s degree, ideally in business, psychology, or science/engineering disciplines.

Work Environment

• Work requires travel (up to 10%) and willingness to work a flexible schedule
• All employees are expected to adhere to the TruMed Systems, Inc, Employee Handbook all times. Specifically, all employees of TruMed Systems, Inc., regardless of role, are expected to:
  • Treat others with dignity and respect at all times;
  • Conduct themselves in an ethical manner at all times;
  • Support the mission and values of the company; and
  • Comply with company’s expectations, policies, and procedures.