Senior Manager

Summary

Join Candid as a Senior Manager - CandidPro Support and lead our patient and provider Support team. This pivotal management role involves overseeing team development, acting as a liaison between cross-functional teams, and leading change management. You will coach and mentor team members, identify process improvements, and ensure team proficiency in various software and technologies. The ideal candidate possesses strong leadership and coaching skills with 5+ years of experience in a Customer Success and/or Support organization. Healthcare, dental, or medical device experience is a plus. This role reports to the Director of Customer Support and partners with various teams across the company to ensure the success of CandidPro Support and alignment with organizational goals. Competitive compensation, stock options, unlimited PTO, a work-from-home stipend, and comprehensive benefits are offered.

Requirements

• Strong leadership and coaching skills
• 5+ years of Strong leadership and coaching experience within a Customer Success and/or Support organization
• Exceptional communication and interpersonal skills
• Change management expertise
• Strategic thinking and the ability to create and nurture strategic partnerships
• Proficiency in systems and process management
• Adaptability and the ability to work in a dynamic environment
• Strong problem-solving and decision-making abilities

Responsibilities

• Monitor team performance and take necessary actions to achieve support targets and KPIs
• Coach and mentor team members to enhance their individual performance and professional growth. Identify skill gaps and training needs, and implement development plans
• Act as the primary point of contact and liaison between Support and other internal cross-functional teams facilitating communication, collaboration, and best practices sharing
• Collaborate with relevant stakeholders in sales, marketing, product and manufacturing to ensure seamless coordination, knowledge exchange, and the successful achievement of departmental and organizational objectives
• Continuously identify opportunities for process improvements and streamline workflows
• Implement changes and optimize processes for enhanced efficiency and support excellence
• Create a culture of change-readiness, innovation, and continuous improvement
• Navigate and effectively utilize multiple systems, tools, and technologies relevant to Support functions. Examples of these include Google docs, Zendesk, Salesforce, WFM tools
• Ensure that team members are proficient in using various software and technologies
• Stay updated on industry best practices and emerging tools to enhance support capabilities

Preferred Qualifications

• Healthcare, dental or medical device experience is a plus
• Experience with Google docs, Salesforce and Zendesk a plus

Benefits

• Competitive compensation
• Stock option plan to give our employees a direct stake in Candid’s success
• Unlimited PTO to give our employees a little extra R&R when they need it
• Work from home stipend
• Comprehensive health coverage (medical, dental, vision) and generous parental leave
• Significant discount on our customized treatment plans and aligners