Case Manager providing individual and group counseling and case management services for clients in recovery. Collaborating with clinical supervisors and community resources for client support.
About the role
- Lead a team of API-Direct Consultants providing customer API solutions and post-production support. Collaborate with stakeholders to drive efficiency and customer satisfaction.
Responsibilities
- Manage a team of high performing API Consultants and guide them to be high performing, trusted resources for our Sales Reps and our Customers.
- Partner with internal stakeholders as well as customers to educate and guide decision making regarding our data assets and solutions.
- Collaborate with other managers and PDC leadership to ensure alignment and consistency leading to organizational success.
- Oversee creation of training materials, publication through knowledge management system, and team completion of overall training.
- Responsible for team professional growth and development with the ability to create and execute individual development plans with team members.
- Liaise with Product Managers, Market Planning, Sales Leaders, and Technology. This includes release notes, training documentation, and policy updates.
- Continually drive for process improvements and efficiencies.
- Seek out innovative ways to leverage new technologies to increase productivity and improve overall delivery channel performance.
Requirements
- Exceptional knowledge and experience with the ESP API or PDC API Consulting space. (5+ years)
- Customer-facing or customer support experience. (5+ years)
- API Implementation experience and or experience working in software environments involving hands-on technical problem solving or technical implementations with clients. (5+ years)
- Demonstrate experience working with API Technologies (RESTful API, JSON, XML, Web Services) and Internet-based technologies.
- Demonstrate excellent verbal and written communication skills with the ability to collaborate and present with various level of leadership internally and directly with external customers.
- Demonstrate excellent verbal and written communication skills and communicate technical concepts with both technical and non-technical audiences.
- Detail oriented; ability to manage multiple projects simultaneously and maintain a diverse breadth of product knowledge.
- Proven ability to use data quality concepts and tools to resolve client issues, while valuing and prioritizing client needs; thinks analytically about complex business problems.
- Demonstrate ability to work in a dynamic, evolving environment
- Growth mindset: willingness to try new methods and new approaches to problem-solving.
- Self-motivated, and works well in a collaborative, team environment.
- Any of the following additional experience is advantageous: Application development experience with an API toolkit.
- Application deployment experience with an API toolkit.
- Advanced experience in creating reports
- Developing and administering training programs.
- Developing and administering a knowledge management system.
- Leveraging newer technologies to drive process improvement initiatives.
- Management experience.
- AdaptiveWork (Clarizen) experience.
- Salesforce experience.
Benefits
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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