Support Delivery Manager

Support Delivery Manager

Department: Services

Employment Type: Full Time

Location: Chicago, Illinois

Description

What's Up?

We are seeking a highly motivated Support Delivery Manager to lead and support Upfront's client-driven patient engagement campaigns. Passionate about healthcare, this specialist will partner with diverse internal and external stakeholders to execute all aspects of campaign deliverables. The Support Delivery Manager will be the primary point of contact for clients, ensuring seamless management, maintenance, and delivery of patient engagement campaigns. This role requires excellent communication, organizational skills, and the ability to thrive in a fast-paced, collaborative environment. Reporting to the Director of Client Support and Operations, the specialist will be a strategic problem solver, quick learner, and self-starter.

Join us in delivering personalized and impactful patient experiences that help people easily access the care they need!

Who Are You?

• You are skilled in managing multiple, small-scale projects with tight deadlines and quick turnaround times (monthly or quarterly).
• You excel at communication and are comfortable working with internal teams and clients to drive success.
• You can efficiently follow a detailed, well-documented plan to execute patient engagement campaigns while ensuring client satisfaction.
• You possess a strong understanding of technology, products, workflows, and value propositions and can bring credibility and confidence to client conversations.
• You are organized and can juggle multiple tasks, prioritizing effectively.
• You are a team player, always willing to support the broader Customer Support Team in its mission to support clients.
• You have integrity, strong decision-making abilities, and sound judgment.
• You are an active, curious listener, adept at asking the right questions to uncover client needs and address them.

Role Responsibilities

• Lead and manage multiple patient engagement campaigns for clients, ensuring timely and effective delivery based on agreed-upon cadence, modalities, and workflows.
• Maintain a high level of technical knowledge and work closely with cross-functional teams to execute technical deliverables and meet client requirements.
• Serve as the primary client liaison, coordinating and leading meetings to perform discovery, define project scope, gather feedback, and secure necessary approvals.
• Proactively identify areas for improvement, innovation, and process enhancement in the execution of patient engagement campaigns.
• Gather and analyze client feedback from various channels to inform service improvements and campaign optimizations.
• Identify, track, and resolve issues or conflicts, following defined escalation protocols when necessary.
• Create and maintain timely and accurate documentation, including status reports, plan updates, and support tickets.
• Provide regular updates to stakeholders on campaign performance, timelines, and milestones.
• Collaborate with internal teams to ensure smooth onboarding, technical configuration, and ongoing support for patient engagement initiatives.
• Support the broader Customer Support Team in managing support tickets and other responsibilities as needed.

Role Related PHI Access

• This role requires access to all client accounts for purposes of client implementations as well as client environment QA/UAT processes.

Qualifications

• 3-5 years of experience in customer success, customer support, or project management, with a focus on managing campaigns or similar initiatives.
• Experience within a healthcare organization is a plus.
• Strong client-first mindset, with the ability to foster relationships and ensure client satisfaction.
• Excellent verbal and written communication skills, with the ability to tailor messages to various audiences.
• Skilled at managing project risks and proactively addressing escalations when necessary.
• Comfortable working under demanding timelines and with shifting priorities in a fast-paced environment.
• Tech-savvy, with the ability to quickly learn and apply new technologies to campaign management.
• Creative problem solver with the initiative to propose alternative solutions and improve processes.
• Proficiency in Microsoft Office Suite, particularly in Excel for managing campaign data and reporting.

Education:

• Bachelor's Degree required
• Other applicable Professional, Industry or Healthcare Certifications that demonstrate competency and skill proficiency.

Benefits

• Competitive salary
• Stock options
• Medical, Vision, and Dental
• 401k
• FSA and HSA
• Employer paid short-term and long-term disability
• Life insurance
• Education reimbursement, adoption assistance, health & wellness perks, and training & development courses
• Commuter benefits
• Flexible PTO policy
• 14 paid company holidays
• Paid personal quarterly community service day