Now Hiring - Paradigm Senior Services - Director of Account Management and Customer Support in Miami, FL

Full description of the position

Location North Miami, FL (On-site, Monday-Friday) The interview process for this position is in person at our North Miami, FL office. * Who We Are At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities. We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact. * Position Snapshot The Director of Account Management and Customer Support is responsible for leading and optimizing the Account Management (AM) and Customer Support (CS) teams, ensuring operational excellence, team performance, and sustained account growth. This role focuses on scaling account management operations, implementing data-driven strategies, and enhancing service delivery to drive client retention and business expansion. While not directly managing client relationships, this leader plays a key role in driving team performance, streamlining processes, and executing strategic initiatives to ensure high-impact client support and long-term business success. Through close collaboration with the Billing, Operations, and Revenue teams, this individual will identify revenue opportunities, improve workflows, and elevate the overall client experience by fostering a proactive, solution- oriented support structure. This position requires a strategic mindset, strong leadership, and a passion for optimizing customer engagement and satisfaction in a rapidly evolving business environment. This position reports to the Senior Director of Customer Experience. * Core Responsibilities * Oversee the Account Management and Customer Support teams, ensuring operational excellence and alignment with company goals * Establish KPIs and performance metrics to track team efficiency, responsiveness, and impact on client success * Develop and implement strategies that drive account expansion, upselling, and retention * Lead initiatives to improve client satisfaction scores (CSAT, NPS) and overall service efficiency * Analyze account trends, revenue potential, and team performance to identify growth opportunities * Partner with the Revenue and Operations teams to ensure alignment on expansion efforts, service offerings, and client needs * Implement coaching, training, and professional development programs to elevate team capabilities * Ensure seamless collaboration between Account Management, Customer Support, Billing, and Operations * Design and implement scalable Standard Operating Procedures (SOPs) for account management and support workflows * Identify inefficiencies in ticket resolution, onboarding, and account monitoring and drive process improvements * Utilize data analytics, automation tools, and CRM enhancements to improve team productivity * Work with leadership to ensure industry compliance, best practices, and operational consistency * Serve as the final escalation point for high-impact client concerns, ensuring structured resolution strategies * Implement feedback loops to capture insights from client interactions and continuously refine team strategies * Experience and Skills * Minimum 7 years of experience in account management, customer support, or operations leadership (preferably in RCM, healthcare billing, or home healthcare services) * Experience in revenue cycle management or third-party billing * Proven track record in team leadership, process improvement, and performance management * Strong data analysis, KPI management, and decision-making skills to drive team success * Experience implementing and managing Hubspot, ticketing platforms, and support automation tools * Expertise in scaling customer support and account management functions in a high-growth environment * Strong communication and problem-solving skills, with a focus on cross-functional collaboration and efficiency * Education and Qualifications * Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field * What We Offer * Medical, dental, and vision benefits * 401k retirement plan * Aflac benefits * Paid time off * Professional development support * Compensation $90,000-$120,000 depending on experience + bonus compensation