HIS Client Support Product Lead, Interface

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Client Support Product Lead, Interface (Solventum)

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

As a Client Support Product Lead, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Enhancing Customer Experience: Ensure seamless operation of Solventum software and interfaces by resolving technical issues efficiently, reducing system downtime, and improving client satisfaction.
• Driving Technical Excellence: Apply your expertise in HL7, XML, networking, Windows OS, Citrix, and SQL to troubleshoot complex integration challenges, helping clients maximize the value of their Solventum solutions.
• Supporting Business Growth: Participate in pre-sales and implementation calls, providing technical guidance that helps drive product adoption and strengthens client relationships.
• Optimizing System Performance: Conduct System Health Checks and Performance Reviews, proactively identifying areas for optimization to improve efficiency and reliability for customers.
• Leading and Mentoring Analysts: Serve as a technical mentor, guiding analysts to follow best practices in troubleshooting, issue resolution, and customer interactions, elevating the overall expertise of the team.
• Ensuring Escalation Effectiveness: Take ownership of escalating issues to the Product Development team, ensuring a structured and efficient escalation process that leads to timely resolution of critical issues.
• Collaborating Across Teams: Work closely with Customer Care, Development, and Marketing teams to address technical concerns, advocate for customer needs, and influence product improvements.
• Innovating and Improving Processes: Identify opportunities to streamline workflows, enhance communication strategies, and implement process improvements that drive efficiency and operational excellence.
• Team Leadership: Facilitate daily stand-ups, providing technical direction and troubleshooting support to the analyst team.
• Escalation Management: Serve as the primary point of contact for escalated customer issues requiring interface expertise, ensuring timely and effective resolution.
• Implementation Support: Oversee all EIT escalations during implementation, maintaining alignment with project timelines and client expectations.
• Cross-Functional Communication: Participate in weekly development calls to share support insights, advocate for customer needs, and influence product improvements.
• Case Oversight: Document and escalate 360 interface issues through appropriate channels, ensuring clear communication and follow-through with development teams.
• SLA Compliance: Monitor escalated case progress to ensure responsiveness and adherence to service level agreements.
• Backlog Management: Proactively manage the support backlog to prevent ticket aging and ensure timely escalation and resolution.
• On-Call Leadership: