Technical Success Manager - Tech

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

• Medical:
  
  Multiple plan options.
• Dental:
  
  Delta Dental or reimbursement account for flexible coverage.
• Vision:
  
  Affordable plan with national network.
• Pre-Tax Savings:
  
  HSA and FSAs for eligible expenses.
• Retirement:
  Competitive retirement package to secure your future.

Reports to the Lead Technical Success Manager in the Programs and Services team within Mayo Clinic Platform (MCP). The Technical Success Manager is responsible for ensuring customers achieve maximum value from platform technologies and solutions. This role combines deep technical expertise with exceptional customer engagement skills to drive successful implementations, resolve technical challenges, and foster long-term client relationships. The Technical Success Manager acts as a trusted advisor, guiding customers through onboarding, integration, and ongoing support, while collaborating with internal teams to deliver outstanding service and continuous improvement.

The primary purpose of this role is to serve as the point of contact for the technical needs of MCP program customers. The Technical Success Manager will establish and lead all tech-related implementation and support aspects.

• Serve as the primary technical point of contact for assigned customers, building strong, trust-based relationships.
• Provide expert troubleshooting and resolution for technical issues, coordinating with engineering and support teams as needed.
• Communicate complex technical concepts clearly to both technical and non-technical audiences.
• Lead root cause analysis and resolution of complex issues, ensuring minimal disruption to operations.
• Partner closely with Delivery and Project Managers to serve as the technical liaison between customers, business stakeholders, and technical teams.
• Advises and assists with strategic expansion of MCP programs.
• Troubleshooting cloud infrastructure, experience provisioning and managing infrastructure through code, using Git Ops workflows for version-controlled configuration and automated deployments, with strong Linux administration skills.
• Lead efforts to ensure compliance with healthcare interoperability standards and data exchange methodologies.
• Drive workflow integration initiatives, including EMR/EHR configuration and alignment with clinical processes.
• Interpret solution architecture components and design deployment configurations that optimize platform capabilities.
• Oversee integration and deployment activities, leveraging appropriate tools and strategies for healthcare environments.
• Apply deep technical understanding of system architecture, APIs, and data flow to support complex implementations.

Experience with GCP, Azure, Git Ops, IaC, Linux and/or EMR integration, FHIR, HL7v2, CDA highly preferred.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added or assigned.

• A Bachelor’s degree in a relevant field such as engineering, mathematics, computer science, health science, or other analytical/quantitative and a minimum of three years of professional or research experience in related fields will be considered.
• Incumbent must have a demonstrated understanding of the technology industry and understanding of new technology opportunities.
• Candidate has familiarity in one or more of the following area - AI, machine learning, deep learning, statistical data processing, regression techniques, neural networks, decision trees, clustering, pattern recognition, probability theory and data science methods used to analyze data.
• Must demonstrate the skill to communicate technology- and data- derived product solutions to advance medical care.
• Must possess excellent verbal and written communication skills with the ability to interact with a variety of different people with diverse backgrounds.
• Requires strong relationship skills and the ability to manage several client accounts simultaneously.
• Must possess qualities which indicate the ability to mentor and train employees.
• Must have ability and confidence to effectively function both dependently and independently, be a team player and a self-starter.
• Ability to effectively present to internal and external groups at a high-level representing Mayo Clinic Platform.
• Must be an initiative taker, eager to break new ground and create opportunities for others.
• Experience with Jira, Service Now, and other work…