PACS Technical Support Management Manager - Full Time - Remote

Experity

31d•$90,900 - $110,000•Remote

About The Position

Experity is a mission-driven team transforming on-demand healthcare across the U.S., empowering urgent care clinics with industry-leading software that makes care faster, easier, and more patient-focused. Joining us means doing meaningful work that directly improves the healthcare experience for millions—from helping families access care quickly to ensuring clinics run smoothly behind the scenes. If you want to make a real impact alongside innovative, dedicated teammates while contributing to a trusted platform that’s becoming the operating system for on-demand care, Experity is the place to grow your career.

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.

Nice To Haves

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).

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.

Benefits

Medical, Dental/Orthodontia, and Vision coverage starts first day of employment.
Synthetic ownership in Experity upon one year of employment with real financial rewards.
Employee Assistance Program (includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and more).
Flexible work scheduling.
Generous PTO plan that increases with milestones.
Learning program foundation for career development.
Team building events (family company picnic, holiday party).
Competitive pay.
Quarterly bonuses.
401(k) retirement plan with an employer match.