Team Lead - Client Support

About the role

The Team Lead – Client Support oversees a group of Client Support Coordinators, Admins, and Facility Document Management Specialists, ensuring high‑quality service for US‑based healthcare facility clients using ATG solutions. The role balances day‑to‑day operational leadership with strategic client success and occasional sales support.

Key responsibilities

• Own the end‑to‑end relationship for assigned healthcare facility clients, conducting quarterly reviews and identifying expansion opportunities.
• Quality‑check and guide the work of support coordinators, admins, and document‑management specialists across solution support, user provisioning, and data reporting.
• Provide advanced first‑line troubleshooting for complex enterprise solutions and act as project manager for solution implementations.
• Deliver solution training to new and existing clients and create/maintain SOPs, QA checklists, and escalation protocols.
• Track team KPIs and report performance metrics to the Director of Client Success.

Required profile

• Proven experience leading client‑support or technical‑service teams.
• Strong ability to manage complex client engagements and resolve escalated issues independently.
• Excellent communication skills with a proactive, transparent approach to client relationships.

Required skills

• Microsoft Access
• Advanced Excel for tracking and reporting
• Data analysis and blueprint extraction
• Enterprise solution support and configuration
• User provisioning and permissions management

What we offer

• Opportunity to shape client success for a growing healthcare‑technology portfolio.
• Leadership role with autonomy to define processes and drive operational excellence.