Technical Relationship Manager-Healthcare

IGEL Technology•,

4d•Remote

About The Position

As a Technical Relationship Manager on IGEL's Healthcare team, you will be the main technical contact for a group of health system and hospital customers. You will help customers get more value from IGEL, addressing day-to-day issues and long-term planning while coordinating with Technical Support, Product Management, Customer Success, Renewals, Sales, and Solutions Architects. This is a hands-on technical and relationship-management role serving 24x7 clinical environments, where endpoint uptime, fast and secure clinical application access, and patient-data protection directly affect patient care. You will learn customers' environments and clinical workflows, advise them on end-user computing (EUC) and Imprivata workflows, guide technical projects and escalations, and maintain account plans and regular reviews. Travel of up to 40% is required for customer sites, onsite technical reviews, and training.

Requirements

At least 5 years in a customer-facing enterprise role such as Technical Relationship Manager, Technical Account Manager, or similar.
At least 5 years of experience in engineering, consulting, system integration, or enterprise IT infrastructure with a technology vendor or reseller.
Experience in application and desktop virtualization, including Citrix Virtual Apps and Desktops, Omnissa Horizon, or Microsoft Remote Desktop Services (AVD and Windows 365).
At least 2 years of hands-on experience with IGEL or similar enterprise technologies; strong technical and troubleshooting skills and the ability to learn quickly are important.
Comfort troubleshooting Windows and Linux systems and gathering diagnostic logs.
Clear communication, strong customer relationship-building, organization, and thorough documentation skills.
Ability to work independently, balance multiple customers and priorities, and run complex technical escalations.
Ability to adapt to new technology, shifting customer needs, and large, complex IT environments.

Nice To Haves

Experience in healthcare organizations such as integrated delivery networks, acute care hospitals, academic medical centers, ambulatory clinics, physician groups, long-term care, or payers.
Track record supporting large health systems with thousands of shared endpoints across hospitals, clinics, and data centers, including nursing stations, workstations on wheels, and patient rooms.
Understanding of how EHRs such as Epic, Oracle Health (Cerner), and MEDITECH reach endpoints, including delivery of Epic Hyperspace/Hyperdrive through Citrix or Omnissa Horizon and the effects of EHR upgrades and go-lives on endpoints.
Hands-on knowledge of Imprivata and clinicians' day-to-day shared-device workflows.
Experience with clinical peripherals such as badge readers, barcode scanners, label and wristband printers, signature pads, dictation devices, webcams, and telehealth headsets.
Working knowledge of HIPAA and one or more of HITECH, PHI/ePHI safeguards, HITRUST CSF, the NIST Cybersecurity Framework, audits, and access controls.
Exposure to Zero Trust, endpoint security, MFA (including EPCS), certificate-based authentication, network access control, and identity management.
Experience supporting around-the-clock clinical operations, including downtime procedures, business continuity, disaster recovery, and endpoint recovery after ransomware or other cyberattacks.
Track record leading urgent incidents involving infrastructure, cybersecurity, networking, EUC, EHR application teams, and outside vendors.
Familiarity with healthcare change processes, including approval boards, clinical change windows, EHR upgrade cycles, freezes, risk assessments, and phased rollouts with at-the-elbow support.
Experience with Azure Virtual Desktop (AVD), Windows 365, hybrid cloud, and optimizing Microsoft Teams for virtual care.
Experience conducting meetings with CIOs, CISOs, infrastructure and EUC leaders, CMIOs/CNIOs, and other technical decision-makers.
PowerShell, Bash, or Python scripting.
Experience with Microsoft SQL Server, Oracle, MySQL, or PostgreSQL.
Experience with Splunk, Grafana, or other monitoring tools.
Experience with ServiceNow or another ITSM platform.
Certifications such as VCP, Citrix CCA/CCP, Microsoft, networking, or security credentials; Epic technical certifications, CHPS, or HCISPP are also a plus.
Experience coordinating teams across time zones.

Responsibilities

Develop lasting partnerships with customers' engineering, EUC, infrastructure, and clinical informatics teams and leaders.
Understand customer environments, clinician workflows, and organizational goals, and act as a go-to technical advisor.
Share IGEL product knowledge and best practices for clinical and non-clinical environments.
Help shape customers' EUC direction and Imprivata clinical workflows on IGEL, including badge tap-in/tap-out, fast user switching, session roaming, and single sign-on.
Provide technical guidance on architecture changes, infrastructure modernization, EHR-driven endpoint updates, upgrades, migrations, and new rollouts.
Maintain a technical account plan for each customer, documenting their environment, goals, dependencies, risks, and roadmap.
Lead regular account reviews covering platform health, open issues, upgrades, and risks, and recommend improvements to performance, stability, security, and clinician login experience.
Own support escalations with IGEL Support and Product Management through resolution, and help customers submit enhancement and feature requests.
Coordinate IGEL resources during critical incidents or downtime and keep customers informed until service is restored.
Partner with Sales, Solutions Architects, and Renewals to identify opportunities for customers to expand their use of IGEL.
Coordinate and conduct customer meetings and onsite technical reviews with leadership.

Benefits

Health, dental, vision, and prescription benefits with employee premiums covered by IGEL.
11 company-paid holidays per year.
18–22 days of PTO per year, depending on years of service.
10 days of sick time per year, with rollover of unused days up to a maximum limit.
401(k) plan with 100% company match, up to $15,000 per year.
Paid maternity and paternity leave.
Monthly home office allowance.
Remote working opportunities and flexible working times.
Employee Assistance Program (EAP) and Financial Wellness tool.
Company-paid life insurance and long-term and short-term disability coverage.
Wellbeing apps, including Rightway, Headspace, and Wellhub.
Training and development opportunities.