PACS Technical Support Manager

Posted 3hrs ago

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Job Description

Manager overseeing PACS Technical Support team at Experity. Driving team development and managing technical client relationships with multiple industries.

Responsibilities:

Provide day-to-day management to a team of OnePACS Technical Account Managers (TAM) and Application Analysts (AA).
Define key success criteria for technical client health by working with OnePACS TAMs, Application Analysts, Operations, and Development teams to create measurable health scores.
Drive team development, including hiring, onboarding, career development, and performance management.
Lead, coach, and empower the TAM and AA teams to succeed in their roles and adopt best practices.
Assist the team in identifying technical inefficiencies for our clients and provide recommendations to enhance their use of our products.
Communicate and collaborate effectively with other functional leaders by solving business challenges together, identifying growth opportunities, and collaborating to drive efficiency and effectiveness across the organization, while focusing on support.
Maintain and own the technical relationship with the client leadership team for Experity’s clients.
Meet with the client’s structured professionals, such as COO, CFO, and CEO, regularly and build relationships at multiple levels.
Communication cadence to include attending Client Success Management's monthly business review meetings with the client’s management team and executive business reviews with the client’s structured professionals.
Serve as a top-line escalation point for incidents or escalations raised by managed accounts.
Partner with the wider Customer Success organization to identify, monitor, and report on trends.
Managing technical relationships with customer stakeholders.
Participating in QBRs/EBRs and customer reviews Driving account health plans and risk mitigation.
Supporting renewals and growth opportunities with SAE/CSM.
Acting as the primary technical escalation point.
Monitoring adoption, utilization, and customer outcomes.
Other duties as assigned.

Requirements:

Bachelor’s degree or equivalent combination of education and experience.
Five years of leadership within a Global Customer Support/Technical Support organization.
Five years of proven success working directly with customers within a technology company.
Five years of experience as a Technical Account Manager or equivalent job title for a Picture Archiving Communication System (PACS) company, preferably OnePACS.
Five years experience working with and supporting Digital Imaging and Communications in Medicine (DICOM), and PostgreSQL.
Experience in healthcare IT.
Must have critical thinking skills and be able to make decisions without intervention from leadership.
A good understanding of Mirth or other HL7 interface software is preferred.
Experience using such tools as Confluence, JIRA, and Salesforce is preferred.

Benefits:

Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

PACS Technical Support Manager

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