• Director Product Services & Support

    Job Locations US-GA-Alpharetta | US-GA-Alpharetta | US-IL-Chicago | US-NC-Raleigh
    Requisition ID
    Posted Date
    2 weeks ago(11/28/2018 12:00 PM)
    Client Service/Support
  • Overview



    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    The primary purpose of this role is to provide a high-quality support service to Allscripts clients for Allscripts products through a team of product support managers and support consultants, in order to build, maintain and improve customer satisfaction to a level where the customer will act as an Allscripts reference site.


    The ideal candidate will bring to the Classics Client Solutions organization, a wealth of experiences Leading and motivating a Team of Associates, Analytical skills to both understand and manage a P&L statement as well as maintain and mange a set of metrics regarding the health and wellbeing of the business.  Strong interpersonal skills to work with external clients as well as internal constituents to ensure successful outcomes.  A comfort level in a matrixed organization with dynamic and challenging objectives will also be an asset.  The insight and tenacity to provide leadership and a passion for driving a 'Classic Client Experience' that aids our retention efforts will be critical for the successful candidate.


    • Direct the definition and execution for all product support functions across product lines
    • Managing Product Support Managers ensuring efficient, high quality processes, ensuring adequate response times and quality for service and product delivery
    • Work with Product Management to implement positioning, pricing, and strategies to improve market penetration and supportability of products and new offerings
    • Improve productivity of global support through process improvement, training and talent management
    • Work with Finance, Service Managers & Regional Support Managers, to remove barriers
    • Develop, implement and enforce common working procedures across all assigned support teams to ensure consistent customer service levels
    • Identify and recruit internal/external talents to ensure effective mix of competencies
    • Induct new joiners in order to quickly maximize performance
    • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
    • Allocate work load to fully utilize every employee’s talent
    • Implement development plans and coach for individuals to reach their maximum talent
    • Provide regular constructive feedback on performance/development and address poor/mediocre performance
      on a timely manner
    • Recognize high performers to maintain motivation and retain key talent
    • Regularly communicate on company news and team progress against business plan
    • Create team spirit


    Academic and Professional Qualifications:

    •  Bachelor's degree in business or computer science; or equivalent experience required


    •  Experience and knowledge of the industry
    • Minimum of 10 years in a product support environment, with at least five in a lead level position
      • Significant support experience in at least one of the assigned products with a proven record of
        successfully managing a support group/team
      • Significant experience in developing, supporting or using software with a proven record of
        working within a healthcare organization
      • Strong, demonstrable experience in market of IT applications services &/or operational support

    Travel Requirements:

    •  10% travel within the US
    • Possible travel outside of the US

    Working Arrangements

    • Work is performed in a normal office setting with minimal exposure to health or safety hazards; substantial time is spent
      working on a computer

    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.


    Allscripts’ policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.


    From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans


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