PACS Technical Support Manager

This is a fully remote position, open to applicants in Idaho, +4 more states.

📋 Description

• Oversee the daily operations of a team comprising OnePACS Technical Account Managers (TAM) and Application Analysts (AA).

• Establish essential success metrics for technical client health by collaborating with OnePACS TAMs, Application Analysts, Operations, and Development teams to formulate quantifiable health scores.

• Propel team growth through recruitment, onboarding, professional development, and performance evaluation.

• Inspire, mentor, and empower the TAM and AA teams to excel in their positions and implement best practices.

• Aid the team in pinpointing technical inefficiencies for our clients and offer solutions to optimize their utilization of our products.

• Effectively communicate and collaborate with other functional leaders to address business challenges collectively, uncover growth opportunities, and work together to enhance efficiency and effectiveness across the organization, with a focus on support.

• Maintain and oversee the technical relationship with the leadership team of Experity’s clients.

• Regularly meet with the client’s structured professionals, such as COO, CFO, and CEO, to cultivate relationships at various levels.

• The communication rhythm includes attending monthly business review meetings organized by Client Success Management with the client’s management team and conducting executive business reviews with the client’s structured professionals.

• Act as a primary escalation point for incidents or escalations raised by managed accounts.

• Collaborate with the broader Customer Success organization to identify, track, and report on trends.

• Manage technical relationships with customer stakeholders.

• Participate in QBRs/EBRs and customer reviews, driving account health plans and risk mitigation strategies.

• Support renewals and growth opportunities alongside SAE/CSM.

• Serve as the main technical escalation point.

• Monitor adoption, usage, and customer outcomes.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• Five years of leadership experience within a Global Customer Support/Technical Support organization.

• Five years of demonstrated success working directly with customers in a technology company.

• Five years of experience in a Technical Account Manager role or equivalent position within a Picture Archiving Communication System (PACS) company, ideally OnePACS.

• Five years of experience working with and supporting Digital Imaging and Communications in Medicine (DICOM) and PostgreSQL.

• Background in healthcare IT is essential.

• Must possess critical thinking abilities and the capacity to make decisions independently of leadership intervention.

• A solid understanding of Mirth or other HL7 interface software is advantageous.

• Experience with tools such as Confluence, JIRA, and Salesforce is a plus.

🏝️ Benefits

• Comprehensive coverage begins on the first day of employment and includes Medical, Dental/Orthodontia, and Vision.

• All Team Members qualify for synthetic ownership in Experity after one year of employment, offering real financial benefits when the company succeeds!

• This extensive program provides counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, among many other services.

• Experity is dedicated to supporting team members in managing work, family, and life-related challenges by providing flexible work scheduling to enhance work-life balance.

• Experity offers a generous PTO plan that increases with milestones, ensuring our Team Members have ample time to recharge, relax, and spend time with loved ones.

• Experity maintains a foundational learning program that encourages Team Members to explore their potential and achieve their career aspirations.

• We strive to bring our Team Members together whenever possible to strengthen the team, foster relationships, and enjoy time together! This includes events like a family company picnic and a holiday party.

• Competitive compensation, quarterly bonuses, and a 401(k) retirement plan with employer matching to assist you in saving for your future and ensuring financial security in retirement.