PACS Technical Support Management Manager - Full Time - Remote

Experity; Georgia; Hybrid; USD 90,900 - 110,000; Full time

Benefits offered by this job

Remote work option

Competitive pay

Quarterly bonuses

401(k) employer match

Job summary

Experity is seeking a senior leader to manage a team of OnePACS Technical Account Managers and Application Analysts, driving health scores, team development, and strategic client partnerships across healthcare IT. You will own escalation processes, mentor teams, and collaborate with operations and development to optimize client outcomes.

The role emphasizes deep PACS expertise, DICOM knowledge, and strong stakeholder management with executive reviews.

Qualifications

• 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 for a PACS company, preferably OnePACS.
• Five years experience working with DICOM and PostgreSQL.
• Experience in healthcare IT.
• Must have critical thinking skills and be able to make decisions without intervention from leadership.

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 with cross-functional 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 and adopt best practices.
• Assist the team in identifying technical inefficiencies for clients and provide product improvement recommendations.
• Communicate with functional leaders to solve business challenges and drive efficiency while focusing on support.
• Maintain and own the technical relationship with client leadership and participate in regular reviews.
• Serve as top-line escalation point for incidents or escalations raised by managed accounts.
• Partner with the wider Customer Success organization to identify, monitor, and report trends.
• Managing technical relationships with customer stakeholders and supporting renewals and growth opportunities.

Skills

Leadership

Customer success

Healthcare IT

Critical thinking

Education

Bachelor’s degree or equivalent

Tools

Confluence

JIRA

Salesforce

Job description

Experity is a mission-driven team transforming on-demand healthcare across the U.S., empowering urgent care clinics with industry-leading software that makes care faster, easier, and more patient-focused. Joining us means doing meaningful work that directly improves the healthcare experience for millions—from helping families access care quickly to ensuring clinics run smoothly behind the scenes. If you want to make a real impact alongside innovative, dedicated teammates while contributing to a trusted platform that’s becoming the operating system for on-demand care, Experity is the place to grow your career.

Experity Offers The Following

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership – All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program – This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) – Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building –We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Total Compensation – Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

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

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.