Manager, Client Support

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

The Manager of Client Experience Support team at Cohere Health will lead the Client Experience Support team to deliver exceptional service to our line of products, ensuring clients receive the highest value from Cohere’s healthcare technology platform. This role involves troubleshooting, investigation, reading log files, and getting issues resolved in a timely manner, in order to support products for large and complex clients like health plans and health systems. The successful candidate will build strong relationships, optimize processes, and guide the team to exceed performance targets.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Promptly and thoroughly investigate product bugs using all available resources, within assigned timeframes
• Mentor other team members on issue investigation
• Partner with product and technical teams for rapid resolution of “mission critical” bugs, corralling key stakeholders and providing timely updates as needed  
• Develop, implement, and manage comprehensive L1 support programs and policies.
• Communicate with Internal and External customers to understand issues
• Manage and handle day to day customer issues
• Responsible assigning product issues diligently to team members, in order to meet SLA.
• Diagnose and troubleshoot technical issues reported by clients, looking to gather comprehensive information to share with other stakeholders 
• Determine which bugs you are able to resolve and promptly resolve these
• Document findings and follow processes for clear process flows 
• Partner with product and technical teams for rapid resolution of “mission critical” bugs, corralling key stakeholders and providing timely updates as needed  
• Work with stakeholders to understand the impact of bugs to users and the larger business
• Use judgment to assess relative priorities of various issues
• Document and communicate priorities clearly according to protocol 
• Provide timely and clear updates to all involved stakeholders 
• Partner with stakeholders with empathy to understand their needs 
• “Translate” stakeholders’ needs and asks into actionable directives for technical teams 
• Document and communicate clearly about known issues and workarounds 
• Trend monitoring and process improvement
• Understanding application logs using kibana.
• Understanding of postman or SoapUI tools
• Monitor bugs for trends and larger improvement opportunities 
• Proactively partner to improve our bug management process 

Your background & requirements:

• Bachelor’s degree in Computer Science, Engineering, Healthcare Management, or a related field required
• 3+ years experience as a Support Manager in the healthcare industry preferred
• Proficiency in JUnit framework and Cypress automation tools.
• Basic knowledge of the healthcare domain.
• Strong leadership and team management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Superior attention to detail and a commitment to maintaining high standards.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Knowledge of agile development methodologies.

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement: 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is $90,000 to $105,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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