Manager, Application Support

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Values

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
• Better together: We check our egos at the door. We work together, so we win together.

Job Description

The Manager, Application Support is responsible for the day-to-day operations of a Delivery team (specializing in implementation, system configuration, data ingress, and data mapping). Primary responsibility is to ensure clients have a delightful onboarding experience, accounts are configured to client specifications, and routine support requests are addressed in a way that exceeds expectations.

Responsible for assuring the team delivers services on-time, error free and according to the contract. Acts as a problem solver and knowledge resource for the team. Confirms proper alignment of expertise to fulfill client requests. Identifies process improvement and efficiency opportunities; provides leadership for evolving Delivery function.

The leader in this role will partner closely with the Growth team within the market to ensure we are prioritizing work appropriately. Fosters exceptional working relationships and communication with cross functional departments. Responsible for contributing to the department and corporate goals.

Duties and Responsibilities

• Provides critical support internally, and as needed with client, for troubleshooting and service failures/service recovery
• Assigns clients or projects as appropriate and tracks caseloads to ensure equitable distribution. Proactively monitor utilization of FTE resources and ensure proper staffing and expertise levels are optimal to deliver outstanding client experience.
• Leader within the larger Business Unit to make progress on division and corporate goals and OKRs
• Partner with market leaders to ensure overall client satisfaction by proactively supporting the team in addressing needs
• Active participant on Application Support leadership team informing Delivery strategy

Qualifications

Preferred candidates will reside in and around Chicago, as this role is Hybrid and has in office requirements. 

• 5-10 years in healthcare improvement, consulting or client-facing role in a healthcare field related to the focus of Delivery
• Excellent interpersonal, communications, listening, and presentations skills
• Solid working knowledge of strategic planning, execution of strategy, business development and sales
• Prior leadership experience, demonstrated solid leadership qualities and organizational skills
• Ability to work in a fast-paced environment while prioritizing competing client needs
• Obsession with customer experience including follow-up and problem resolution

Education

• Bachelor’s degree and 5+ years of prior relevant experience

Additional Information

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 

The expected salary for this position ranges from $101,000 to $172,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/ 

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Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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