Senior PACS Support & IT Leadership (Remote)

Experity, Inc.; United States; Remote; USD 90,900 - 110,000; Full time

Benefits offered by this job

Comprehensive benefits starting day 1

401(k) with company match

Flexible remote work options

Job summary

Experity, Inc. seeks a PACS Technical Support Management Manager to lead a team of OnePACS TAMs and Application Analysts, drive health scores, and partner with operations and development to optimize client outcomes.

Remote-friendly role across multiple states with a focus on strategic client leadership, SLA adherence, and proactive account health management within the healthcare IT and PACS space.

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 and supporting 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 by working with TAMs, AA, Operations, and Development 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 recommendations to enhance product use.
• Communicate and collaborate with functional leaders to solve business challenges and drive efficiency.
• Maintain and own the technical relationship with client leadership; meet with COO, CFO, and CEO regularly.
• Attend Client Success monthly business reviews and executive reviews with client management.
• Serve as top-line escalation point for incidents in managed accounts.
• Partner with Customer Success to monitor trends.
• Manage technical relationships with customer stakeholders.
• Participate in QBRs/EBRs and customer reviews.
• Drive account health plans and risk mitigation.
• Support renewals and growth opportunities with SAE/CSM.
• Act as primary technical escalation point.
• Monitor adoption, utilization, and customer outcomes.
• Other duties as assigned.

Skills

Leadership

PACS

Technical Account Management

DICOM

PostgreSQL

Healthcare IT

Communication

Education

Bachelor's degree or equivalent

Tools

Confluence

JIRA

Salesforce

HL7 interface software

Job description

Experity, Inc. seeks a PACS Technical Support Management Manager to lead a team of OnePACS TAMs and Application Analysts, drive health scores, and partner with operations and development to optimize client outcomes.

Remote-friendly role across multiple states with a focus on strategic client leadership, SLA adherence, and proactive account health management within the healthcare IT and PACS space.