Compensation

Budgeted between $90,900 and $110,000 dependent upon applicable experience.

Remote

Experity offers Team Members the opportunity to work remotely or in an office.

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.

Education and Experience

• 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.

Preferred

• A good understanding of Mirth or other HL7 interface software is preferred.
• Experience using such tools as Confluence, JIRA, and Salesforce is preferred.
• Software as a service (SaaS).

Travel

Ability to travel

Every team member exhibits our core values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

#LI-REMOTE

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

At Experity we're committed to changing on-demand healthcare for the better with innovative advancements that keep patients at the center of the solutions we build and the services we provide. We share that same level of commitment to providing a positive workplace where our team can develop and thrive to become leaders in the healthcare industry. At Experity we lift each other up and put our teams first, encourage each other to share openly, and work together to set and crush our goals. United by these values, we know where we want to go and how to get there.