PACS Technical Support Management Manager Remote

Overview

Experity is a mission‑driven team transforming on‑demand healthcare across the U.S., empowering urgent care clinics with industry‑leading software that makes care faster, easier, and more patient‑focused.

• Comprehensive medical, dental/orthodontia, and vision coverage starting first day of employment.
• Synthetic ownership eligibility for all team members after one year of employment, with real financial rewards when the company succeeds.
• Employee Assistance Program including counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and more.
• Flexible work scheduling to support work‑life balance.
• Generous paid time off (PTO) plan that increases with milestones.
• Career development program for learning and career growth.
• Team building activities such as company picnic and holiday party.

Competitive pay ranging from $90,900 to $110,000, depending on applicable experience, plus quarterly bonuses and a 401(k) retirement plan with employer match.

Opportunity to work remotely or in an office; requires ability to travel as needed.

• 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 OnePACS TAMs, Application Analysts, Operations, and Development teams 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 adopt best practices.
• Assist the team in identifying technical inefficiencies for clients and provide recommendations to enhance use of our products.
• Communicate and collaborate with other functional leaders to solve business challenges, identify growth opportunities, and drive efficiency.
• Maintain and own the technical relationship with client leadership teams, meeting with COO, CFO, and CEO regularly.
• Coordinate client success management meetings, monthly business reviews, and executive business reviews.
• Serve as a top‑line escalation point for incidents or escalations raised by managed accounts.
• Partner with the wider Customer Success organization to identify, monitor, and report on trends.
• Participate in QBRs/EBRs and customer reviews, drive account health plans and risk mitigation.
• Support renewals and growth opportunities with SAE/CSM.
• Act as the primary technical escalation point; monitor adoption, utilization, and customer outcomes.
• Perform other duties as assigned.

• 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 of experience working with and supporting DICOM and PostgreSQL.
• Experience in healthcare IT.
• Critical thinking skills and ability to make decisions without intervention from leadership.

• Understanding of Mirth or other HL7 interface software.
• Experience using Confluence, JIRA, and Salesforce.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. Experity is an equal‑opportunity employer committed to diversity and inclusion in all hiring practices.