• Learn functionality of tools and systems offered by PickTrace to optimize customer experience and maximize value. • Work in a fast-paced environment that requires adherence to assigned schedules. • Collaborate cross-functionally to continuously improve our product & customer experience inline with customer needs. • Ask questions to detect pain points by observing our clients’ interactions with our product, and document learnings and feedback from clients. • Share detailed findings cross-functionally to clearly convey the voice of the customer (VoC) and collaborate to provide fast solutions. • Deliver a best-in-class customer experience by managing and addressing a stream of phone, email, and chat inquiries to patiently guide our clients through the process of achieving their goals with PickTrace software. • Create training materials and documentation to conduct training about our PickTrace product suite to drive effective adoption and best practice utilization of our solutions. • Build relationships with our clients to establish yourself as a trusted point of contact for questions, concerns, and feedback in regards to our solutions. • Seek continuous improvement from manager and coworkers regarding customer service processes to find strategies that ensure high levels of customer satisfaction.

• Serve as the primary PACS technical support resource for customer healthcare IT projects. • Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues. • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. • Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. • Ensure compliance with healthcare regulatory standards and internal IT policies. • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. • Deliver product and service training to administrators, service-level users, and customers as needed. • Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities. • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. • Integrate and support solutions within public cloud environments and DeepHealth platforms. • Design, implement, document, and support technical solutions that meet customer and organizational requirements. • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success. • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency. • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

• Provide prompt, courteous, and technically sound support to internal users; triage, investigate, and resolve complex issues across endpoints, identity/access, networks, and core business applications; document root cause and prevention. • Read system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faults. • Own hardware/software troubleshooting and serve as an escalation point for the service desk. • Create and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opens. • Track and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvements. • Maintain accurate tickets, change records, and asset details so work is reviewable and audit-ready (privacy/security aware). • Contribute to endpoint hygiene (patching coordination, baseline configuration checks) with platform owners. • Provide training and guidance to users on secure and effective technology usage. • Perform other duties as assigned.

Role Description The Production Technology Lead is a business-critical operations leadership role sitting at the intersection of production, technology, and delivery risk while enabling our production studios to scale safely and maintain client-grade delivery. - Own response to production-critical incidents - Lead cross-studio coordination in high-risk delivery moments - Define and activate contingency/fallback plans - Act as business owner for production tech stack AI integration and governance, Creative Force, Adobe ecosystem, Capture One, and emerging in-studio production technologies - Determine platform rollout strategy, go-live readiness, and adoption sequencing - Define how platforms are used across studios - Align tooling decisions to throughput and capacity, staffing and workflow designs, and client delivery requirements - Govern exceptions and change management - Own escalation and decisions where policy conflicts with delivery needs and platforms introduce client or reputational risk - Represent the business in client-visible risk scenarios - Act as primary interface across Studio Leads, Production teams, TXA/IT, and Platform vendors - Translate delivery needs into clear execution priorities - Lead and structure Technical Account Manager (TAM) capability - Bring existing TAMs into a unified operating model - Build toward workflow optimization, automation design and support, and scalable platform enablement Qualifications - Minimum of 10 years of experience managing Studio production technology, studio/creative operations, and/or digital production or content environments - Minimum of 1 year of experience in AI content delivery, agentic architectures in a scaled commercial environment Requirements - Experience working across multiple studios, markets, or delivery teams - Strong familiarity with workflow platforms (e.g. Creative Force, Workfront, DAMs, Adobe ecosystem) - Experience managing complex delivery environments with tight timelines and client impact - Operational judgment under pressure (able to make tradeoffs quickly and clearly) - Strong stakeholder leadership (credible with MDs, IT, and vendors) - Platform fluency (understands impact of tools on workflow and delivery) - Commercial awareness (understands cost, margin, and delivery tradeoffs) - Problem solving in ambiguous environments - This role will require at least 40% travel. Benefits - Market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage - 401(k) plan - Bonus opportunities - Paid holidays - Paid time off Company Description Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.