Manager, Application Support

Company Description

Press Ganey 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.

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

• 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.

The Manager, Client Support is responsible for leading a support team to deliver outstanding client experiences through onboarding, system configuration, data handling, and ongoing support. This role ensures that client accounts are set up to specifications, routine support requests are resolved quickly and effectively, and team members are resourced and coached for success. The Manager will act as a leader and problem solver, providing direction, escalation support, and oversight to ensure services are delivered on time, error-free, and aligned with contractual agreements.

This role requires fostering strong cross‑functional collaboration, maintaining high levels of customer satisfaction, and driving operational improvements within the support function.

• Lead and oversee the daily operations of the client support team, ensuring delivery of exceptional service.
• Serve as an escalation point for client support issues, troubleshooting and facilitating service recovery as needed.
• Monitor workload and assign clients/projects to balance caseloads across team members, ensuring optimal utilization and expertise alignment.
• Provide direct leadership, coaching, career development, and performance management for support team members.
• Partner with market and business leaders to prioritize work, address client needs proactively, and maintain high client satisfaction.
• Ensure accounts are configured to client specifications and onboarding experiences are seamless.
• Continuously identify and implement process improvements to increase efficiency and quality in service delivery.
• Foster strong communication and collaboration with cross‑functional departments to align with corporate goals and initiatives.
• Contribute to department and organizational goals, ensuring alignment with overall company strategy. Responsible for cascading the department and corporate goals and holding direct reports accountable to those goals.

• 5–10 years of experience in healthcare support, healthcare delivery, or client‑facing roles within a related field.
• Familiarity with healthcare environments, including healthcare regulatory survey operations and survey tools/processes.
• Strong understanding of system configuration, data workflows, and support operations.
• Demonstrated project management skills with the ability to manage multiple priorities in a fast‑paced environment.
• Proven leadership experience with the ability to coach, develop, and motivate a team.
• Excellent communication, presentation, listening, and interpersonal skills.
• Strong analytical and problem‑solving abilities with a proactive, solutions‑oriented mindset.
• C…