Manage a team of Customer Support professionals for several products within the Harris Affinity - Revenue Cycle Management (RCM) Business Unit with a high level of customer support satisfaction. Provide senior level analysis for our Revenue Cycle and Patient Management product – Affinity. Review and implement workflow changes based on individual processing while teaming up with Research & Development to deliver Customer Service Excellence with each release version. • Address Customer escalation. Proactively initiate and address escalation of customer issues before reaching senior/executive management by assessing status of functional vs. technical issue based on Application guidelines. Work with both Product and R&D Mngmt to provide resolution and planning if necessary.• Work with the Mngmt team to provide forecasting and negotiate customer's maintenance contracts and supplemental services.• Develop functional specs with customers for site-specific customization's and assist with Scope of Work plan. Work as liaison with management at client sites to provide completion of customization's and new product design.• Manage the Revenue Cycle Design Board Meeting for all Product Change Control. Partnering with R&D with the Mngmt of the release using an Agile lifecycle model.• Develop relationships with clients to understand hospital/departments internal processing to develop best practice recommendations when loss of efficiency is found at client sites. • Review client’s current set-up and provide optimization recommendations and Training Implementations. • Conduct customer site end-user training in Patient Accounting/Account Workflow Affinity product functionality and set up in a formal training environment. (including phone training, webcasts, and on-site visits, User Group Training Conference Training)• Support Manager for Beta Project through to General Availability/ Go Live Release.• QA when needed. Create Release Note for Support Bug Fix releases.