Client Technical Operations Manager

Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. Our team is rapidly growing as we expand our programs to reach more health systems and patients, and we are excited to bring on a Client Technical Operations Manager. 

The Client Technical Operations Manager role will have the critical responsibility of mobilizing Memora’s technical resources to address client needs. The ideal candidate will excel in bringing cross-functional groups together to build processes and solve problems. This person will be a leader on Memora’s Client Success team and work closely with our Engineering and Product teams. 

Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.

Primary Responsibilities:

• Manage allocation of Solutions Engineering resources to fulfill client requirements and requests on time, including:
• Reviewing, sizing, and approving requirements for client implementations and change requests
• Working with Revenue/Solutions Engineers to design, update, and execute test cases per client requirements to ensure successful delivery of requirements and to avoid regressions
• Collaborating with Product Engineering on product and operations enhancements
• Managing daily prioritization of requests
• Manage Technical Support team people and processes, including:
• Optimization of Zendesk and related processes
• Issue escalation and resolution SOPs
• Change request SOPs
• Lead high-priority cross-functional projects between Memora’s Client Success and Engineering teams
• Serve as voice of client and internal users to support product improvements
• Recruit, coach, and manage team members to high levels of performance

 

Qualifications (Required):

• At least 5 years of experience as a Solutions Engineer, Implementation Engineer, Professional Services Engineer or Technical Programs Manager
• At least 2 years of experience grooming and prioritizing client technical requests, working closely with engineers on client project delivery, and troubleshooting client issues
• At least 2 years of experience leading Client Support tooling and best practices, managing a Technical Support team, and collaborating with Product Engineering to resolve client support issues
• Experience writing and maintaining cross-functional standard operating procedures (SOPs)
• Ability to collaborate across multiple internal and client stakeholders through excellent written and verbal communication skills
• Excellent analytical and problem-solving skills
• Ability to handle ambiguity and demonstrate resilience in a rapidly changing environment
• Estimated travel: 3 days per quarter

 

Qualifications (Bonus):

• Experience working with healthcare clients
• Experience working at an established enterprise SaaS company and interest in applying those best practices to a fast-growing start-up
• Experience using Zendesk to manage and report on client requests

 

What You Get:

• An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually
• Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup
• Work alongside world-class clinical, operational, and technical teams to build and scale Memora
• Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams
• Improve the way care is delivered for hundreds of thousands of patients
• Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans
• Ownership over your success and the ability to significantly impact the growth of our company
• Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, Macbook, and a 401(k) plan

About Memora Health:

Memora Health helps healthcare organizations digitize and automate care journeys, making complex care delivery simple for patients and clinicians to navigate. Memora Health ingests existing data on clinical workflows, converts them into cohesive messaging journeys that guide