PACS-Technical Account Manager

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations. 

We pride ourselves in identifying talented, driven professionals who are ready to hit the ground running with creative problem-solving skills and an innovative mindset. Our culture demands Grit, Humility, Integrity, Results Orientation, a Winning Attitude, and a strong Drive to Excellence.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

Job Summary:

In this strategic role, the Technical Account Manager is responsible for proactively engaging, nurturing, and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Technical Account Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services to achieve their goals. They will collaborate with multiple internal departments including professional services, support, product management, research & development to deliver technical solutions. They align and mobilize internal teams to meet the clients’ objectives. The ideal candidate is a quick learner, problem solver, and collaborator who thrives in a fast-paced environment and possesses a customer success orientation. Major accountabilities

● Become the key technical contact for largest Intlerad customers, become an expert in their workflows and the way our customers use the product

● Leverage technical abilities to enable customer growth, limit churn, and improve client satisfaction

● Configure new workflows or modify existing workflows based on customer needs

● Test new versions and features of our software for clients to improve upgrade experience

● Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement

● Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add

● Assess training needs, recommend delivery options and provide additional training to support clients’ self-sufficiency

● Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience;

Qualifications

Employment Prerequisites

● Bachelor’s degree in Business Administration, Computer or a related field, or an equivalent degree is acceptable if the candidate possesses several years of IT industry experience. Job description : Technical Account Manager Page 1 / 2

● 3+ years of experience managing technical projects and/or complex programs in the Software Industry (preferably in healthcare IT)

● Experience in Professional Services, Customer Success or Support field

● Proven ability to demonstrate the value of software products and professional services

● Ability to build relationships with clients at both the technical and executive levels

● Ability to communicate and build rapport with internal management and other company personnel

● Excellent English written and verbal communication, including the ability to work with all levels of internal and external organizations in an assertive manner Desired Competencies

● 1+ years of experience with one of Intelerads current products (Ambra, PACS, Clario, Lumedx, Digisonics, etc)

● Experience in mobilizing teams to drive the planned business outcomes

● Previous industry experience in healthcare IT Software is an asset

Additional Information

You will be required to take an assessment upon applying

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, em