Software Support Manager jobs in the United States

Liberty Software is looking to expand our support team by adding a new Account Management team member to serve and partner with dedicated existing pharmacy clients, build and maintain relationships, and troubleshoot “tier 2” tickets.

While Liberty’s Account Managers focus mostly on software support for our clients, they also act as their pharmacies’ dedicated point-of-contact for all things Liberty Software related. Account Managers should be able to prioritize incoming inbound trouble tickets and follow appropriate escalation paths.

Please note: This position does not involve sales or cold calling; this is a customer account support role.

Account Managers become subject matter experts of Liberty's software products and must be able to cater to a broad range of pharmacy's needs. Account Managers receive inbound phone calls, emails, chats, and escalated tickets from their accounts or escalated calls from "Tier 1" support. It is their responsibility to ensure open tickets are addressed and updates are communicated back to the pharmacy in a timely and professional manner. By providing superior customer service and getting to know the unique needs of assigned accounts, Technical Account Managers are able to build and maintain strong relationships with their clients.

Liberty Software takes great pride in being set apart for its client relations and support and expects its Account Managers to strive for stellar service and continuous improvement in every interaction.

This is an in-person position working out of our Grapevine, TX office. 

Job responsibilities include (but are not necessarily limited to):

• Build and maintain strong, long-lasting customer relationships with all members of assigned accounts, including pharmacy owners, pharmacists, technicians, and clerks
• Provide guidance and aid to configure software and computer settings to customize software to best meet each client’s unique needs
• Ensure the timely and successful delivery of solutions to clients’ unique needs, working with internal departments to ensure project resolutions
• Communicate clearly with clients over the phone or by email about status of purchases, trouble tickets, and various requests
• Assist with high severity requests or issue escalations as needed
  
• Become an expert on Liberty’s software suite to guide clients in best practices for their specific needs
• Provide onsite and web-based training of Liberty’s pharmacy software as needed
• Provide on-call assistance when assigned
  

Position Qualifications:

• At least two years of relevant experience required, such as experience with customer service, retail pharmacy, computer technician, call center, or similar.
• Pharmacy Technician certification and retail pharmacy knowledge a plus
• Bachelor's degree in business, communications, computer science, or other related field a plus
• Professional and friendly demeanor is a must
• Demonstrated ability to communicate by phone and email to members at all levels of client organizations, including pharmacy owners, pharmacists, technicians, and clerks
• Proven ability to shift between multiple tasks and manage competing needs
• Strong attention to detail
• Excellent listening, documentation, and critical thinking skills

Why work at Liberty Software? Our benefits start Day 1 and include...

• 100% paid medical and life Insurance for team members, with option to add dental and vision insurance coverage at no cost
• Option to enroll immediate family members available with Liberty contributing 50% of monthly premium
• Fully vested 401K matching on a pre- or post-tax basis
• Liberty-paid HSA contributions every paycheck
• Generous PTO plan and paid holidays
• Annual tuition reimbursement program and professional certification courses available
• Adoption expense reimbursement program
• Dependent Care FSA availability providing tax savings for qualifying child care expenses
• Counseling resources (including mental health, financial planning, etc.) freely available to all team members and dependents through Optum EAP
• Fully-stocked breakroom

...and much more! Learn more about Liberty Software at www.libertysoftware.com! #ZR #ID2