Senior Manager (Enterprise Solution Support), Remote

Client Support & Troubleshooting: Act as the primary technical point of contact for enterprise practice clients, providing prompt and effective solutions to technology and analytics issues, and ensuring issues are resolved or escalated appropriately. Educate clients (and internal users as needed) on effective tool use, best practices, and new functionality to maximize technology adoption and usage of analytics tools. Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.

Process Improvement: Develop, document, and maintain standard operating procedures (SOPs) for common issues and requests, streamlining problem resolution and allowing for more self-serve resolution over time. Train other internal members within Aledade on adhering to those SOPs for issue.

Issue Triage and Communication: Proactively monitor, organize, and prioritize client-reported issues; clearly document for product management (PM) and relevant internal teams; regularly update stakeholders on progress and resolution timelines. Gather and synthesize user feedback to inform future product+analytics enhancements and participate in cross-functional projects aimed at improving the client experience.