Elite Support Manager – Persivia USA

Key Responsibilities

• Lead the support team for U.S. and Middle East customers. Own SLAs, KPIs, escalations, response quality, and customer trust.
• Manage 24/7 support coverage across U.S., and MENA time zones. Build elite culture of speed, accuracy, accountability, and technical excellence.
• Develop deep knowledge of Persivia products: CCM, TCM, RPM, VBC, Data Analytics, Care Management, Quality, Cohort Builder, Microservices, AI Agents. Drive rapid root-cause analysis for complex issues involving data ingestion, clinical logic, APIs, AI modules, workflows, and integrations.
• Ensure tickets are resolved fast, correctly, and permanently.
• Communicate clearly with clinical, customer success, and implementation teams.
• Create dashboards for SLA monitoring, productivity, ticket flow, and incident trends. Build SOPs, playbooks, escalation pathways, and severity models. Ensure our Quarterly metrics are showing consistent and significant improvements.
• Lead post-mortems, RCA reports, and incident prevention planning.
• Act as the face of Persivia support for executives and operational leaders at client organizations. Set communication standards for clarity, professionalism, and empathy.
• Ensure customers always feel informed, supported, and prioritized.
• Build and mentor a high-performing support engineering team. Train staff on product knowledge, clinical logic, SQL/debugging skills, and communication excellence.
• Motivate and retain elite talent aligned with Persivia’s high-performance culture.

Required Qualifications

• 7+ years in technical/product support or operations, 3+ years in a leadership role.
• Strong SQL and debugging skills.
• Experience in healthcare data, interoperability, or regulated tech preferred.
• Excellent communication with U.S. customers and executive stakeholders.
• Strong analytical mindset and ability to manage high-pressure situations.
• Proven ability to lead support orgs with SLAs above industry benchmarks.

Preferred Experience

• Prior experience supporting healthcare platforms (EHR, population health, quality, claims, AI, or analytics).
• Exposure to HL7, FHIR, claims (837/835), CCM/TCM/RPM, HEDIS, and VBC models.
• Familiarity with cloud platforms, microservices, API debugging, and monitoring tools.