Exl Service

Manager, Client Support

Job Location US-CA-Chico | US-CA-Chico
Regular Full-Time
Job Code


EXL Healthcare delivers strategic solutions that integrate technology, operations management, analytics, payment integrity, revenue optimization, and customer engagement. EXL's flagship CareRadius® platform integrates data from multiple sources in real time to improve care collaboration and coordination. EXL solutions enable better patient and population management by delivering holistic member views that automate identification, stratification, and medical management for targeted, individualized interventions to improve health. EXL Healthcare’s solutions are used by many of the nation’s largest, most respected health plans and health delivery systems.


As the Manager of Client Support you are responsible for staff, activity and goals. These responsibilities will include: interacting closely with staff and responsibility to ensure SLA’s and client expectations are met – resulting in a high degree of client satisfaction. Implement and maintain policies and goals that support the organization’s needs. Build communication across departments and facilitate a highly collaborative culture. 

Leads and directs the work of others. Is highly client centric.  In addition, will have a broad range of system and functional experience, has exceptional analytical skills, manages people and concurrent projects well.


  • Lead team of support technicians
  • Mentor and train the support team members on effectively managing support calls, compliance to process and communication to increase customer satisfaction  
  • Manage hiring, services for all on-boarding and training activity for new hires
  • Monthly reporting – clients
  • Report on team performance and support metrics
  • Manage resourcing and meeting commitments for SLAs
  • Manage to department and individual goals
  • Use and enhance support desk software system
  • Resolve support department queries
  • Primary resource for team on providing application/technical support
  • Manage  feedback to other departments:  example – software concern distribution and review, root cause analysis and roll up
  • Participate in Management team and actively support cross organizational goal achievement
  • Measure and report on Customer experience
  • Knowledge management
  • Attend sessions with Design or Product Management as needed to provide input into product changes and promote Support understanding of new products. 
  • Manage annual Health Check’s for customers as required
  • Participate in RFI/RFP responses as necessary


Will continue assuming all other standard Support Representative functions including: 


  • Analyze client issues and provide assistance as necessary
  • Create/communicate ongoing status and resolution – this includes documenting, diagnosing and follow up so client has an understanding of impact and solution
  • Manage recommended changes to software/products to correct errors or improve functionality
  • Correspond with high-level clients in a professional, business-like manner
  • Build and maintain positive client relationships through ongoing communications
  • Manage Client Community content in conjunction with internal Virtual User Group leadership.
  • Review detailed technical specifications, installation, configuration and user documentation to understand product functionality
  • Ability to converse in technical and non-technical conversations with those of a technical or non-technical skill set
  • Ensure current profile and environment information on clients available internally.



A Bachelors Degree in a related field. A combination of education and experience may be substituted

  • Proven ability to analyze problems and develop solutions
  • Ability to handle multiple projects simultaneously, shift focus and priorities as needed
  • Outstanding customer service skills and professionalism
  • Excellent attention to detail and troubleshooting skills are a must
  • SQL experience preferred
  • Understanding of relational database and N tier architecture
  • Understanding of programming fundamentals, ability to interpret
  • Experience in health care, managed care or related fields are a plus.
  • Experience in client facing roles; Client Support, Client Services, Environment Topology
  • Demonstrated leadership
  • Knowledge of health management or product a plus

EEO Statement



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