Experity

PACS Technical Support Management Manager - Full Time - Remote

Experity • $90K — $110K *
US-Anywhere
+ 44 other locationsRemote
Healthcare
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience
  • 5 years of leadership experience in a Global Customer Support/Technical Support organization
  • 5 years of success with customers in a technology company
  • 5 years as a Technical Account Manager or equivalent in a PACS company, ideally OnePACS
  • 5 years of experience with DICOM and PostgreSQL
  • Experience in healthcare IT
  • Strong critical thinking skills for independent decision-making

Responsibilities

  • Manage a team of OnePACS Technical Account Managers and Application Analysts
  • Define success metrics for technical client health
  • Drive team development activities including hiring and performance management
  • Coach and empower the TAM and AA teams to adopt best practices
  • Identify and recommend solutions for technical inefficiencies in client usage
  • Collaborate with functional leaders to solve business challenges
  • Maintain technical relationships with client leadership and participate in regular reviews
  • Act as an escalation point for managed account incidents
  • Monitor adoption and customer outcomes.
  • Support client account health and growth opportunities

Benefits

  • Opportunity for remote work or in-office collaboration
  • Dynamic work environment focusing on team support and collaborative communication
  • Engagement with senior healthcare professionals and leadership
  • Participation in strategic business reviews and customer success initiatives
Full Job Description
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

About Experity

Experity is a healthcare software company based in Buffalo Grove, Illinois. The company provides a range of software solutions for urgent care clinics, including electronic medical records, practice management, and revenue cycle management. Experity's software is designed to help urgent care clinics improve patient care, increase efficiency, and reduce costs. The company was founded in 2019 through the merger of DocuTAP and Practice Velocity.
Learn more about Experity
Size
500 employees
Industry
Healthcare
Founded
2000
* Ladders Estimates

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