Customer Support Manager

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Policy Reporter offers a suite of insights products and consulting services to enhance market access strategies and patient support initiatives. By tracking payer policies in near real time, we ensure that the largest pharmaceutical, medical device, and diagnostics manufacturers, leading academic institutions, and organized provider groups have the most up-to-date data and evidence‑based guidance to help patients access the therapies they need.

Customer Support is part of the wider Commercial Operations team. The team’s aim is to support the growth of the organization by providing outstanding customer service and relationship building across a diverse range of clients.

As a Customer Support Manager, you will play an integral role in maintaining positive relationships with clients and resolving issues as efficiently as possible. You will work within our ticketing system and follow SOPs to ensure all Support work is completed on time and to a high standard. You will become an expert on our products and regularly meet with clients to demo our platform and respond to questions.

This role suits someone who wants to be the face of Policy Reporter and who is looking to further their career in a customer‑facing role.

• Field a high volume of customer inquiries by phone and email
• Follow Salesforce SOPs and adhere to strict deadlines to meet the team’s KPIs
• Host regular webinar training sessions to onboard new client teams and individuals
• Work closely with other customer‑facing teams, notably Sales and Customer Success
• Work closely with internal teams to resolve client queries and streamline existing processes
• Review Contracts/SOWs to ensure client accounts are configured correctly
• Identify bugs and make recommendations for product enhancement based on client feedback
• Identify upsell opportunities
• Engage in additional support‑related activities as required, e.g. UAT, data hygiene projects

Essential:

• Previous experience in a customer‑facing role
• Comfortable hosting large groups of experienced professionals on 1‑hour webinar calls
• Previous experience in the software/SAAS industry
• Excellent organizational skills and meticulous attention to detail
• Ability to manage a high volume of work and adhere to strict deadlines
• Technical proficiency with Windows and MS Office suite
• Comfortable working remotely and taking initiative to find one’s own answers to questions
• Expert English language skills (written and verbal)
• Resiliency and ability to accommodate change

Non‑essential but advantageous:

• Experience in the pharmaceutical, diagnostic or medical device industries
• Understanding of the US healthcare system
• Experience with Salesforce
• Ability to quickly learn new things – a major asset

• Competitive compensation package
• US Salary Range: $55,000.00 to $60,000.00
• Canadian Salary Range: $55,000.00 to $65,000.00
• Robust benefits package including extended health benefits, paid‑time off, paid parental leave, employer‑matching retirement savings, and company‑paid Employee Assistance Program
• Excellent opportunities for personal and career development
• Collaborative and supportive company culture

• Excellence
• Value & Respect
• Continuous Learning
• Ownership & Accountability
• Teamwork

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Policy Reporter is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.

We use AI tools to assist with application screening and to transcribe and summarize interview responses. These tools do not make decisions; all hiring decisions are made by human reviewers.