Software Support Manager

Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.

The Software Support Manager oversees the day to day management of the Software Support Team to deliver a quality customer experience.

You Will Be:

• Monitoring support issues to ensure that they are properly investigated, logged, prioritised, escalated and resolved in a timely manner.
• Ensuring team is equipped to meet SLAs and department KPIs.
• Serving as professional mentor to team members.
• Turning strategy into work, by holding teams accountable to deliver on Team and Personal Annual goals tied to the strategic themes.
• Managing the implementation of corporate people policies, practices and processes such as contribution management and talent development to maximise operational output.
• Identifying the learning and development needs of the team and facilitate delivery of the appropriate education to enable their growth.
• Identifying and delivering improvements and efficiencies to internal tools, through LEAN and other activities, to meet the changing needs of the SSR team.
• Managing the successful roll out of internal Software Support team projects to enhance team processes and increase operational efficiency.
• Overseeing the Software Support learning plans for new features and products to provide continuing team education and development.
• Working closely with peers to provide input and feedback for team continuing education and development
• Working closely with Product Management, Engineering, Test, Data and Business Intelligence in the areas of, software releases, bug resolution, enhancement request prioritization.
• Managing the recruitment process to maintain resource levels and quality of customer service.
• Managing team resources to optimise availability in line with demand.
• Performing general management duties: Annual/Quarterly reviews to maintain employee focus on tasks and objectives.
• Managing customer complaints to maximise customer satisfaction.

You Will Bring:

• Educated to degree and 3 years’ experience in a customer-facing role in the IT industry or 5 years’ experience in a customer-facing role in the IT industry.
• 3 years’ management of a large team.
• 3 years’ experience of managing complex projects.
• High level of computer proficiency, including Microsoft Office Suite.
• Detailed understanding of healthcare revenue cycle operations and business processes.
• Excellent written, verbal, presentation and interpersonal skills.
• Aptitude for learning new technologies and long-term thinking.
• Exceptional problem-solving abilities.
• Expert understanding of all of The Craneware Group products, including customer requirements, and key business knowledge areas.
• Strong ability to quickly learn and understand new products and features.
• Strong skills in coaching / mentoring employees.
• Experience of successfully managing complex IDN customer software implementations.
• Excellent project management skills.
• Excellent teamwork and motivational skills.
• Excellent customer service skills.
• Exhibits a consistently high quality of work and attention to detail.
• Dependable.
• Shows initiative.