Persivia Inc.
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Role Overview The Elite Support Manager is a mission‑critical leadership role responsible for ensuring Persivia’s global customers – health systems, ACOs, payers, governments, and large provider groups – receive world‑class, high‑touch, high‑velocity technical and product support. This leader owns uptime, responsiveness, ticket quality, SLAs, and the end‑to‑end support experience for Persivia’s AI‑driven healthcare intelligence platform. The role requires exceptional communication, technical depth, customer empathy, operational rigor, and the ability to lead teams that outperform routine customer support.
Key Responsibilities
Lead the support team for U.S. and Middle East customers.
Own SLAs, KPIs, escalations, response quality, and customer trust.
Manage 24/7 support coverage across U.S. and MENA time zones.
Build elite culture of speed, accuracy, accountability, and technical excellence.
Develop deep knowledge of Persivia products: CCM, TCM, RPM, VBC, Data Analytics, Care Management, Quality, Cohort Builder, Microservices, AI Agents.
Drive rapid root‑cause analysis for complex issues involving data ingestion, clinical logic, APIs, AI modules, workflows, and integrations.
Ensure tickets are resolved fast, correctly, and permanently.
Develop and implement preventive SLAs to reduce recurrence of issues.
Work with Engineering to triage defects, prioritize fixes, and validate releases.
Work with Product to channel customer feedback into feature improvements.
Collaborate with Product, Development, and QA teams to ensure all new products have appropriate monitoring dashboards and metrics.
Communicate clearly with clinical, customer success, and implementation teams.
Create dashboards for SLA monitoring, productivity, ticket flow, and incident trends.
Build SOPs, playbooks, escalation pathways, and severity models.
Track quarterly metrics to ensure consistent and significant improvements.
Maintain world‑class documentation, troubleshooting guides, and internal knowledge bases.
Lead post‑mortems, RCA reports, and incident prevention planning.
Serve as the face of Persivia support for executives and operational leaders at client organizations.
Set communication standards for clarity, professionalism, and empathy.
Ensure customers always feel informed, supported, and prioritized.
Build and mentor a high‑performing support engineering team.
Train staff on product knowledge, clinical logic, SQL/debugging skills, and communication excellence.
Motivate and retain elite talent aligned with Persivia’s high‑performance culture.
Required Qualifications
7+ years in technical/product support or operations, 3+ years in a leadership role.
Strong SQL and debugging skills.
Experience in healthcare data, interoperability, or regulated tech preferred.
Excellent communication with U.S. customers and executive stakeholders.
Strong analytical mindset and ability to manage high‑pressure situations.
Proven ability to lead support orgs with SLAs above industry benchmarks.
Preferred Experience
Prior experience supporting healthcare platforms (EHR, population health, quality, claims, AI, or analytics).
Exposure to HL7, FHIR, claims (837/835), CCM/TCM/RPM, HEDIS, and VBC models.
Familiarity with cloud platforms, microservices, API debugging, and monitoring tools.
Why This Role Is Elite The Elite Support Manager drives customer trust, platform stability, and operational excellence. This leader protects Persivia’s reputation globally, ensures product reliability, and enables national‑scale healthcare transformation efforts in the U.S. and Saudi Arabia. Support at Persivia is not reactive; it is strategic, proactive, and central to our growth loops.
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Role Overview The Elite Support Manager is a mission‑critical leadership role responsible for ensuring Persivia’s global customers – health systems, ACOs, payers, governments, and large provider groups – receive world‑class, high‑touch, high‑velocity technical and product support. This leader owns uptime, responsiveness, ticket quality, SLAs, and the end‑to‑end support experience for Persivia’s AI‑driven healthcare intelligence platform. The role requires exceptional communication, technical depth, customer empathy, operational rigor, and the ability to lead teams that outperform routine customer support.
Key Responsibilities
Lead the support team for U.S. and Middle East customers.
Own SLAs, KPIs, escalations, response quality, and customer trust.
Manage 24/7 support coverage across U.S. and MENA time zones.
Build elite culture of speed, accuracy, accountability, and technical excellence.
Develop deep knowledge of Persivia products: CCM, TCM, RPM, VBC, Data Analytics, Care Management, Quality, Cohort Builder, Microservices, AI Agents.
Drive rapid root‑cause analysis for complex issues involving data ingestion, clinical logic, APIs, AI modules, workflows, and integrations.
Ensure tickets are resolved fast, correctly, and permanently.
Develop and implement preventive SLAs to reduce recurrence of issues.
Work with Engineering to triage defects, prioritize fixes, and validate releases.
Work with Product to channel customer feedback into feature improvements.
Collaborate with Product, Development, and QA teams to ensure all new products have appropriate monitoring dashboards and metrics.
Communicate clearly with clinical, customer success, and implementation teams.
Create dashboards for SLA monitoring, productivity, ticket flow, and incident trends.
Build SOPs, playbooks, escalation pathways, and severity models.
Track quarterly metrics to ensure consistent and significant improvements.
Maintain world‑class documentation, troubleshooting guides, and internal knowledge bases.
Lead post‑mortems, RCA reports, and incident prevention planning.
Serve as the face of Persivia support for executives and operational leaders at client organizations.
Set communication standards for clarity, professionalism, and empathy.
Ensure customers always feel informed, supported, and prioritized.
Build and mentor a high‑performing support engineering team.
Train staff on product knowledge, clinical logic, SQL/debugging skills, and communication excellence.
Motivate and retain elite talent aligned with Persivia’s high‑performance culture.
Required Qualifications
7+ years in technical/product support or operations, 3+ years in a leadership role.
Strong SQL and debugging skills.
Experience in healthcare data, interoperability, or regulated tech preferred.
Excellent communication with U.S. customers and executive stakeholders.
Strong analytical mindset and ability to manage high‑pressure situations.
Proven ability to lead support orgs with SLAs above industry benchmarks.
Preferred Experience
Prior experience supporting healthcare platforms (EHR, population health, quality, claims, AI, or analytics).
Exposure to HL7, FHIR, claims (837/835), CCM/TCM/RPM, HEDIS, and VBC models.
Familiarity with cloud platforms, microservices, API debugging, and monitoring tools.
Why This Role Is Elite The Elite Support Manager drives customer trust, platform stability, and operational excellence. This leader protects Persivia’s reputation globally, ensures product reliability, and enables national‑scale healthcare transformation efforts in the U.S. and Saudi Arabia. Support at Persivia is not reactive; it is strategic, proactive, and central to our growth loops.
#J-18808-Ljbffr