#1 urgent care platform | The front door to on-demand care
PACS Technical Support Manager
Location
Idaho + 4 moreAll locations: Idaho | Virginia | West Virginia | Wisconsin | Wyoming
Posted
1 day ago
Salary
$90.9K - $110K / year
Seniority
Senior
Job Description
PACS Technical Support Manager
Experity
• 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.
Job 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.
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