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This is a people leader role responsible for overseeing customer-facing technical teams who serve as the primary point of contact for Smile’s technical programs. The role ensures the successful deployment and adoption of products and services. You will provide technical guidance, coaching, and management, leading the team to optimize Service Management processes and foster successful client relationships. This involves deeply understanding the unique and sometimes complex technical needs of our customers and helping them achieve their desired outcomes.
Primary Functions
- Manage and oversee the regular activities of the technical program management team including, but not limited to, coaching, guidance and performance of direct reports.
- Build and maintain strong relationships with customers to form a deep understanding of complex technical needs.
- Ensure effective collaboration of cross-functional teams to coordinate product deployments, resolve technical issues, and ensure product adoption.
- Provide guidance on complex analytics for customer usage and performance to identify and support areas of improvement and proactively address potential complex challenges.
- Ensure client feedback is effectively implemented to support product innovation and development.
- Support the negotiation and management of client managed services agreements and service levels in collaboration with the Business Operations team.
- Ensure customer compliance with company policies and procedures.
- Lead change management processes associated with upgrades, maintenance, troubleshooting or installation of new business applications; this includes coordinating with business units, impacted clients, and technical teams.
- Execute and manage special projects as needed within Cloud Service team
- Accountable for ensuring that all working hours are accurately reported in NetSuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in NetSuite is properly and fully utilized.
- Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
Prerequisites
- 10+ years of experience in the IT healthcare industry with a focus on customer-facing roles, project management, integration and IT cloud services with at least 5+ years experience in a technical people management role.
- Demonstrated success collaborating with others on client-facing business development, engagement delivery and practice development.
- Post-secondary education in a related area of study such as Computer Science/Information Technology or equivalent level of experience.
- Experience and understanding of Cloud, Data Center & Hosting services.
- Experience in taking care of complex problems and quick turnaround requirements in a fast paced environment.
- Excellent verbal, written communication skills.
- Ability to define and negotiate priorities among partners ensuring successful delivery on commitments made.
- Exceptional analytical problem-solving ability.
- It is an asset to have knowledge of healthcare information protocols and standards such as HL7, FHIR, ITIL, Agile methodology.
Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values because our people are the foundation of our success. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work. We are dedicated to fostering a workplace that values diversity, equity, and inclusion. We welcome and encourage candidates of all backgrounds to apply. Candidates are encouraged to inform us if they wish to discuss or require accommodations during interviews or while working at Smile.
United States
