Client Technical Manager
Location
United States
Posted
46 days ago
Salary
0
Seniority
Lead
Job Description
Client Technical Manager
The SSI Group, LLC.
The SSI Group, LLC, headquartered in Mobile, Alabama, is a national leader in Healthcare Technology. Client Technical Manager Job Code CTM.181.002 FLSA Status Exempt Job Family Client Relations Cost Center 181 Purpose of Position The Client Technical Manager is responsible for leading the team on intake, prioritization, investigation, and resolution of complex client issues across the SSI Enterprise System. This role owns root cause analysis and ensures that issues are not only resolved but systematically eliminated through coordination with DevOps and Product Engineering (PE). This position serves as the central command point between client-facing teams, technical operations, and engineering, ensuring rapid resolution, transparency, and continuous improvement aligned to the A4 operating model: Agile, AI, Automation, and Architecture. Duties and Responsibilities Essential Functions - Issue Intake and Triage Management - Own enterprise-wide client issue triage process across clearinghouse and EDI transactions - Works collaboratively with Client Relations teams - Lead daily triage huddles for issue review and prioritization - Ensure accurate intake, categorization, and routing of issues - Root Cause Analysis and Resolution Ownership - Lead deep-dive root cause analysis for high-impact or recurring issues - Ensure issues are resolved to root cause, not symptom - Documentation and reporting on resolutions - DevOps and Product Engineering Liaison - Act as liaison between client operations and DevOps/PE teams - Translate issues into actionable technical requirements - Participate in sprint planning and backlog prioritization - Ensure closed-loop communication to stakeholders - Operational Intelligence and Trend Analysis - Analyze issue patterns across tickets and escalations - Identify systemic risks and automation opportunities - Develop dashboards and reporting with analytics teams - Client Impact and Communication - Support escalations with clear technical communication - Provide updates on issue status, timelines, and root causes - Process Improvement and Automation - Design triage workflows to reduce resolution time - Identify automation opportunities in issue management - Partner with AI teams for predictive detection - A4 Alignment (Agile, AI, Automation, Architecture): - Agile: Integrates triage into sprint cycles - AI: Enables predictive detection - Automation: Reduces manual effort - Architecture: Drives systemic improvements Marginal Functions - Other duties as assigned. Skills, Knowledge, and Abilities - Root Cause Analysis Orientation – Ability to identify and address underlying issues rather than applying short‑term or surface‑level fixes. - Operational Ownership and Accountability – Demonstrated ownership of outcomes, with accountability for driving initiatives through to successful completion. - Technical Translation and Cross‑Functional Leadership – Proven ability to translate technical concepts into business‑relevant insights and lead collaboration across functional teams. - Data‑Driven Decision Making – Strong reliance on data, metrics, and analysis to inform decisions, prioritize actions, and measure results. - Continuous Improvement Mindset – Commitment to ongoing process improvement, operational efficiency, and adoption of best practices. - Strong Analytical and Communication Skills – Ability to analyze complex information and communicate findings clearly and effectively to varied audiences. - Must be able to interact cordially and productively with co-workers in a team environment. - Ability to work under pressure and to prioritize. - Must be able to proficiently read and write in English. - Must possess effective communications skills with ability to handle difficult situations. - Must be able to make independent judgment decisions with minimal supervision. - Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. - Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly. Information Security and Data Protection The SSI Security-First Mindset Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities. The Five Pillars of the SSI Security-First Mindset: - Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. - Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. - Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. - Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. - Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity. Experience and Education Requirements Education Min/Preferred Education Level Description Minimum 4 Year / Bachelors Degree Bachelor's degree in Bachelor’s degree in Information Technology, Healthcare Administration, or related field Years of Experience Minimum Years of Experience Comments 7+ years 7+ years in healthcare IT or revenue cycle management 1 year Strong knowledge of EDI transactions (837, 835, 277, 270/271, 278) 1 year Experience with incident management and DevOps collaboration. Certifications Min/Preferred Certification Description A combination of experience and advanced education may be substituted. Background checks and drug test required. Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position. Employee's Signature Date __________________________________ ______________________ Supervisor Signature Date __________________________________ ______________________ SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.
Related Guides
Related Job Pages
More Technical Account Manager Jobs
Technical Account Manager – Strategy
MotiveMotive combines IoT hardware with AI-powered applications to connect and automate physical operations.
• Serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts. • Build and maintain proactive partnerships with technical contacts at assigned accounts. • Create, maintain, and improve account-specific technical documentation. • Maintain a macro-level understanding of account business needs and support activities. • Exceed benchmarks for response quality, timeliness, and customer satisfaction. • Operate and drive account health campaigns for your portfolio of customers. • Build internal and external relationships to resolve technical issues across all organizational levels. • Collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption. • Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams. • Own end-to-end resolution of escalated cases to ensure a premium customer experience. • Own the troubleshooting, identification, and resolution process for all assigned customer issues. • Monitor upcoming product releases to ensure seamless transitions for customers. • Advocate for customers in Motive beta programs. • Create SQL-based queries to identify and address emerging technical issues. • Participate in rotations and provide off-hours assistance for upgrades and change management.
• Provide executive-level (CIO/CTO) leadership to clients • Establish IT strategy and 2-year technology plans for clients • Partner with Senior Engineers and Onsite Field Engineers • Learn and understand clients’ industry-specific IT requirements • Develop innovative IT initiatives and projects • Communicate project progress and ensure client satisfaction • Analyze Network Assessments and Security Audit reports • Present solutions to clients during Technical Business Review meetings • Manage 25 - 30 client accounts and foster positive relationships • Handle client issues and escalations with professionalism
Technical Sales Representative
TECKENTRUP FRANCERejoignez TECKENTRUP FRANCE comme technico-commercial dans la région de Lyon à Sud-Est. Intégrez une équipe dynamique, développez vos compétences et contribuez à notre succès dans un environnement innovant.
Role Description La société TECKENTRUP France, un des leaders européens de la fermeture habitat et industrielle souhaite recruter un représentant technico-commercial sur la région lyonnaise et sud. - Animer et compléter un réseau de revendeurs et d’utilisateurs professionnels (développement commercial et formations techniques). - Prescrire les produits de la gamme habitat et industries pour la société TECKENTRUP, auprès des revendeurs et des professionnels. - Élaborer les devis, les suivre et les concrétiser. - Traitement des appels, conseils et expertises techniques, afin d’accompagner les clients dans la mise en œuvre des solutions optimisées. Qualifications - BAC + 2 minimum. - Expériences souhaitées dans le domaine de la fermeture et du bâtiment. - Un sens du relationnel, des responsabilités et de la pédagogie est souhaité. - De bonnes bases et des connaissances techniques sont recherchées. - La rigueur et la réactivité sont impératives. Benefits - Fixe + prime + mutuelle + prévoyance + PEE. Company Description Rejoignez TECKENTRUP FRANCE comme technico-commercial dans la région de Lyon à Sud-Est. Intégrez une équipe dynamique, développez vos compétences et contribuez à notre succès dans un environnement innovant.
Technical Account Manager
Veeam SoftwareYour Single Backup and Data Management Platform for Cloud, Virtual and Physical
Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands. About the Role The Technical Account Manager is a technical team member responsible for all aspects of the planning, architecture, coordination, and management of professional services engagements. The focus is on architecting and project management of availability solutions, including data protection and monitoring. The Technical Account manager is an expert in the areas of Data Management, Data Analytics, Business Continuity, Data Center, Cloud, Operating Systems, Networking, Storage, and Virtualization. Location: Austria What You'll Do - Provide input to the writing of proposals and Statements of Work - Support delivery implementation and consulting services to meet Veeam Software solution design and deliverables - Provide overall project guidance (Project plans, Schedules, Communication Plans, Resource plans, Status updates, etc.) - Assist with assessment and design of solutions as well as post-installation issues - Assist with Veeam Software solution implementation effort estimation - Create white papers, solutions guides, best practices, custom documentation, etc. - Deliver onsite knowledge transfer on Veeam Software solutions - Document configuration and completed activities - Analyse installed environments and guide optimal Veeam Software configurations - Facilitate communication between client and Veeam support - Identify additional needs within the client’s environment that can be resolved with Veeam Software solutions - Provide input for improvement of process and documentation - Overnight business stays to meet company goals and objectives What You'll Bring: - VMware VCP, Microsoft MCSE or equivalent experience - Prince 2, ITIL, PMP, or equivalent experience - Bachelor’s Degree in technology required (A combination of education and experience will be considered) - Hands-on experience with Veeam’s Core products - Proven Consulting and Project Management experience - Excellent communication, interpersonal and relationship-building skills - Significant experience and understanding of virtualisation technologies such as VMware and Hyper-V - Experience with disruptive storage systems and technologies (Nimble, Nexsan, Actifio, Veeam, etc.) - Hands-on experience with networking protocols and equipment (Fibre Channel, Ethernet, Cloud services) - Experience with traditional storage and backup architectures (EMC, NetApp, IBM, HP/3PAR, Hitachi, Dell, etc.) - Hands-on experience with Enterprise applications (Exchange, SQL, Oracle, etc.) - Experience with Data Management, Data Protection, Data Analytics - Extensive experience with Data Center, Business Continuity and Operating Systems - Experience successfully managing multiple simultaneous projects and accounts - Working knowledge of Cloud technologies, capabilities, and protocols - Business proficient in German and English What You'll Get: Veeam offers benefits that support your whole self: - 25 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares - Statutory health, pension, and accident insurance - Access up to 12 therapy sessions at no cost, along with legal and financial advice services. - Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning Please note: If an applicant is permanently located outside of Austria, Veeam reserves the right to decline the application for this position. #LI-JK1 #LI-REMOTE Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential. Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice. The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice. By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
