Senior Manager, Customer Support & Enablement – Fraud & Healthcare Analytics Platform (FraudCapture)
About brighthush and the Mission That Drives Us
At brighthush, we believe that technology can transform the way healthcare organizations protect the integrity of the system that serves millions of vulnerable patients. Our flagship product, FraudCapture, is a cutting‑edge SaaS platform that empowers investigators, analysts, and supervisors to detect, investigate, and prosecute fraud, waste, and abuse (FWA) with unprecedented speed and accuracy. By marrying advanced analytics, machine learning, and intuitive case‑management workflows, FraudCapture turns raw data into actionable intelligence, enabling state and federal agencies, managed care organizations, and program integrity teams to safeguard resources and improve patient outcomes.
As a Senior Manager, Customer Support & Enablement, you will be at the heart of this mission. You will lead the team that ensures every client—whether a Medicaid agency or a private insurer—receives world‑class support, training, and enablement. Your leadership will shape how investigators harness the power of FraudCapture, directly influencing the effectiveness of healthcare fraud prevention nationwide.
Key Responsibilities – What You’ll Do Every Day
Client Experience & Delivery
- Lead all client‑facing engagements across the entire lifecycle: from onboarding and implementation workshops to hyper‑care meetings and recurring office hours.
- Design and deliver a comprehensive training curriculum that includes investigator, analyst, and supervisor tracks, offering live sessions, on‑demand videos, and role‑based job aids.
- Oversee user account administration—onboarding/offboarding, role‑based access provisioning, and periodic access reviews—to ensure secure, compliant platform usage.
- Develop and maintain a Client Communication Plan that outlines cadence, templates, and channels for outages, fixes, feature launches, and policy updates.
- Serve as the primary escalation point for complex user questions, system configuration issues, and workflow troubleshooting, ensuring rapid resolution and knowledge capture.
- Own the defect intake and triage process, managing SLAs, client communication, and resolution tracking; publish regular defect and trend reports to inform product improvements.
- Monitor product adoption, training effectiveness, and support trends, recommending actionable improvements that elevate client satisfaction and platform utilization.
Content, Documentation & Releases
- Manage the creation and maintenance of all training content and videos, including how‑to guides, role‑based job aids, and quick‑start documents.
- Own the release notes and “What’s New” content, coordinating with Product & Engineering teams to ensure accuracy and clarity for diverse user audiences.
Support Operations & Team Leadership
- Recruit, coach, and scale a high‑performing customer support team—handling hiring, onboarding, scheduling, and performance management.
- Establish, monitor, and continuously improve support processes and SLAs, covering response times, resolution targets, escalation procedures, ticket quality, and customer satisfaction metrics.
- Lead the team in meeting CMS certification and reporting requirements, coordinating documentation, evidence, system information, and recurring reporting to demonstrate compliance.
Cross‑Functional Collaboration
- Partner closely with Product Management to relay client issues, validate use cases, and coordinate UAT/hyper‑care for new features.
- Work with Engineering and QA to reproduce defects, provide clear repro steps/data, monitor fixes, and schedule deployments.
- Support Sales and Customer Success with demos, proof‑points, and RFP responses where operational or functional depth is required.
Essential Qualifications – What We Expect
- Bachelor’s degree or equivalent combination of education and experience.
- 5+ years of direct experience in healthcare fraud and abuse investigation, with a deep understanding of how FWA detection analytics and case‑management systems are used by investigative teams.
- Proven leadership experience in customer support, customer success, or services for SaaS software solutions.
- Demonstrated success designing and delivering training programs and managing client interactions.
- Strong experience with defect management and communication across technical and Apply for this job