Client Success Manager (MAPS)

Office Ally; New York (NY); On-site; USD 65,000 - 70,000; Full time

Job summary

Office Ally is seeking an experienced account manager to advocate for clients, coordinate with internal teams, and drive training and onboarding for the MAPS software suite. You will document requirements, manage timelines, and ensure accurate communication with development teams.

The role emphasizes client training, support, and testing changes across staging and production environments, with collaboration across departments and a focus on improving patient care outcomes.

Qualifications

• 3+ years supporting healthcare software, client accounts, implementations, or related healthcare operations.
• Experience translating client requests into clear, actionable documentation for technical teams.
• Strong in client-facing software support and issue troubleshooting.
• Experience delivering customer training and writing user manuals/training materials.
• Judgment in evaluating changes, considering business needs and implementation scope.
• Proven ability to manage multiple client projects and enhancements with timelines and documentation.

Responsibilities

• Navigate MAPS suite functionality and stay informed on policies related to Medicaid and self-pay programs.
• Write clear tickets documenting business needs for the dev team.
• Collaborate with stakeholders to prioritize tasks and track progress.
• Document software changes and assess internal review needs.
• Manage MAPS account projects including implementation, coordination, and training.
• Test MAPS updates on Staging, BETA, and Production.
• Assist with user manuals and other documentation.
• Handle Tier-2 and higher support inquiries.
• Maintain punctual attendance and team collaboration.
• Respect direction from Senior Management.

Skills

Healthcare software support

Client-facing support

Documentation for tech teams

Customer training

Communication skills

Education

Bachelor's degree

Tools

Microsoft Office

Project management tools

Job description

About Us

At Office Ally, we've been revolutionizing healthcare administration since our inception. What started as a clearinghouse focused on simplifying insurance claims processing for healthcare providers has grown into a full-suite healthcare technology company. We offer a range of affordable, cloud-based revenue cycle management solutions –from eligibility verification and claims management to revenue recovery and payment processing –that help healthcare organizations of all sizes streamline operations and reduce administrative burdens so they can focus on what matters most: patient care.

At Office Ally, we've been revolutionizing healthcare administration since our inception. What started as a clearinghouse focused on simplifying insurance claims processing for healthcare providers has grown into a full-suite healthcare technology company. We offer a range of affordable, cloud-based revenue cycle management solutions –from eligibility verification and claims management to revenue recovery and payment processing –that help healthcare organizations of all sizes streamline operations and reduce administrative burdens so they can focus on what matters most: patient care. In April 2026, Office Ally acquired Jopari Solutions, Inc, a leader in straight-through electronic claims processing for Property & Casualty (P&C), Commercial, and Government healthcare. Jopari brings deep industry expertise and innovative enterprise payment solutions that are transforming how disbursements are handled across the insurance ecosystem. Together, we are expanding our capabilities across the full healthcare transaction lifecycle, connecting claims, payments, and data exchange to deliver a more seamless and efficient experience for providers, payers, and partners.

• Ownership: We take pride in our responsibilities, driving results and taking accountability for the success of our projects.
• Empowerment: We believe in giving our team the autonomy and support to make decisions that lead to innovative solutions.
• Innovation: We continuously seek new and better ways to improve healthcare administration, embracing creativity and forward-thinking technology.
• Transparent Communication: Open, honest communication is at the heart of our collaborations, internally and with our clients, ensuring alignment and trust.

About the Role

This position is responsible for advocating for clients and collaborating with internal departments to ensure their needs are understood and met. The account manager plays a crucial role in client training, support, and maintenance deliverable testing to provide the best overall client experience. This position reports to and works collaboratively with the Self Pay solutions team.

What You'll Do

• Demonstrate the ability to navigate all aspects of the functionality of the MAPS suite of software.
• Understand and stay informed on all state, local, and hospital legislation and program policies as they relate to eligibility for Medicaid, Financial Assistance, and other self-pay programs.
• Clearly write these tickets and document the requirements for the specific needs, based on the client's request. Ensure that these tickets are detailed and actionable stories reflective of the business need, facilitating smooth communication and execution by the development team.
• Collaborate with stakeholders to prioritize tasks and track progress, ensuring alignment with project goals and timelines.
• Demonstrate the ability to use good judgment and independent thinking when documenting needs and changes for the software, considering the best decisions for the Company, including technical capabilities and implementation scope.
• Understanding of when any requested development in the form of changes or enhancements would need internal review and clearance.
• Demonstrate the ability to manage MAPS account projects including, but not limited to, implementation, coordination, training, and account management.
• Testing of changes related to MAPS software updates on Staging, BETA, and for the production release cycle.
• Assist with the creation and updates of User Manuals, and other user-facing documentation.
• Handle Tier-2 and higher technical or customer support inquiries within the escalation workflow.
• Maintain punctual, regular, and predictable attendance.
• Work collaboratively in a team environment with a spirit of cooperation.
• Respectfully take direction from Senior Management.

What You'll Need

• 3+ years supporting healthcare software, client accounts, implementations, or related healthcare operations, with direct responsibility for addressing client needs.
• Demonstrated success translating client requests and business needs into clear, detailed, actionable documentation for technical and development teams.
• Skilled in client-facing software support, including troubleshooting issues, managing escalations, and guiding customers through solutions.
• Proficient in delivering customer training and developing user manuals, training materials, and other user-facing documentation.
• Sound judgment when evaluating requested software changes, considering business needs, technical capabilities, implementation scope, and when internal review is required.
• Proven success managing multiple client projects and enhancement requests while maintaining timelines and accurate documentation.
• Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Highly organized and detail-oriented, with the ability to coordinate stakeholders and track projects through completion.
• Proficient in Microsoft Office, project management tools, and other business applications.

Nice to Have

• Bachelor's degree in business, healthcare administration, information systems, or a related field.
• Knowledge of healthcare revenue cycle, patient financial services, Medicaid, financial assistance, or eligibility programs.
• Familiarity with state, local, or hospital Medicaid and financial assistance policies.
• Exposure to SaaS products within a healthcare environment.
• Understanding of software development and release cycles, including staging, beta, and production environments.

Pay Transparency

Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity.

Office Ally Pay Transparency

$65,000—$70,000 USD

Why You'll Love Working at Office Ally

At Office Ally, your work has a direct impact on healthcare providers and their ability to deliver exceptional care. We're driven by a mission to simplify healthcare administration, making it easier for providers to focus on what they do best—helping patients. As an Office Ally employee, you'll be at the heart of our efforts to deliver exceptional service and software solutions to our clients in the healthcare space.

EEO Note

Office Ally is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.