Job DescriptionReports to the Lead Technical Success Manager in the Programs and Services team within Mayo Clinic Platform (MCP). The Technical Success Manager is responsible for ensuring customers achieve maximum value from platform technologies and solutions. This role combines deep technical expertise with exceptional customer engagement skills to drive successful implementations, resolve technical challenges, and foster long-term client relationships. The Technical Success Manager acts as a trusted advisor, guiding customers through onboarding, integration, and ongoing support, while collaborating with internal teams to deliver outstanding service and continuous improvement.
Position Overview:The primary purpose of this role is to serve as the point of contact for the technical needs of MCP program customers. The Technical Success Manager will establish and lead all tech-related implementation and support aspects.
The position will be responsible for a combination of essential functions from the list below:
- Serve as the primary technical point of contact for assigned customers, building strong, trust-based relationships.
- Provide expert troubleshooting and resolution for technical issues, coordinating with engineering and support teams as needed.
- Communicate complex technical concepts clearly to both technical and non-technical audiences.
- Lead root cause analysis and resolution of complex issues, ensuring minimal disruption to operations.
- Partner closely with Delivery and Project Managers to serve as the technical liaison between customers, business stakeholders, and technical teams.
- Advises and assists with strategic expansion of MCP programs.
- Troubleshooting cloud infrastructure, experience provisioning and managing infrastructure through code, using GitOps workflows for version-controlled configuration and automated deployments, with strong Linux administration skills.
- Lead efforts to ensure compliance with healthcare interoperability standards and data exchange methodologies.
- Drive workflow integration initiatives, including EMR/EHR configuration and alignment with clinical processes.
- Interpret solution architecture components and design deployment configurations that optimize platform capabilities.
- Oversee integration and deployment activities, leveraging appropriate tools and strategies for healthcare environments.
- Apply deep technical understanding of system architecture, APIs, and data flow to support complex implementations.
Experience with GCP, Azure, GitOps, IaC, Linux and/or EMR integration, FHIR, HL7v2, CDA highly preferred.
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added or assigned.
QualificationsMinimum Education and/or Experience Required: - A Bachelor's degree in a relevant field such as engineering, mathematics, computer science, health science, or other analytical/quantitative and a minimum of three years of professional or research experience in related fields will be considered.
- Incumbent must have a demonstrated understanding of the technology industry and understanding of new technology opportunities.
- Candidate has familiarity in one or more of the following area - AI, machine learning, deep learning, statistical data processing, regression techniques, neural networks, decision trees, clustering, pattern recognition, probability theory and data science methods used to analyze data.
- Must demonstrate the skill to communicate technology- and data- derived product solutions to advance medical care.
- Must possess excellent verbal and written communication skills with the ability to interact with a variety of different people with diverse backgrounds.
- Requires strong relationship skills and the ability to manage several client accounts simultaneously.
- Must possess qualities which indicate the ability to mentor and train employees.
- Must have ability and confidence to effectively function both dependently and independently, be a team player and a self-starter.
- Ability to effectively present to internal and external groups at a high-level representing Mayo Clinic Platform.
- Must be an initiative taker, eager to break new ground and create opportunities for others.
- Experience with Jira, ServiceNow, and other work management tools preferred.
- Must demonstrate the ability to think at a strategic level on optimizing or improving the MCP Accelerate Program.
Additional Experience and/or Qualifications:- MBA or master's degree in a related field is preferred.
- Experience with startup companies is preferred.
