Associate Director, Technical Solutions

About the Role:

The Associate Director, Technical Solutions (AD TS) is accountable for the long-term satisfaction and experience for customer technical workstreams and deliverables. The Associate Director is a key part of the technical operations teams and will lead and professionally develop a team of Technical Solutions Managers, be responsible for the service strategy, solutioning blockers, and satisfaction of customers specific to the execution of their technical workstreams. The Associate Director role is expected to stay up to date on the industry best practices and new technologies and help instill these practices within the team.  

What You'll Do:

• Design and implement solutions that meet the strategic requirements of Unite Us customers and partners
• Lead customer technical strategy for implementing acquisition products (Carrot & NowPow)
• Confidently speak to the Unite Us value proposition and value strategy for our customers and define with the the customer how the execution of technical deliverables will drive value for their overall goals 
• Partner with peers in the Customer Success and Sales organization in solution design as well as planning for and resourcing to the sales pipeline
• Have deep knowledge and expertise in Unite Us product capabilities and understand how to utilize and communicate these capabilities to solve business problems faced by clients.
• Define and coach team on tech ops inputs to drive user adoption 
• Lead a team of Sr Technical Solutions Managers and Technical Solutions Managers  responsible for varied customer technical work, ensuring the successful completion of project goals and needs, and coordinate the efforts of the team to achieve overall customer satisfaction and adoption
• Provide high touch support to select enterprise accounts and act as long term technical resource
• Act as mentor and escalation point for customers and guide team members and other cross-functional leaders in solving for customer needs
• Consult with  cross-functional leadership to provide solutions on process and strategic approach for different customer tiers and technical needs
• Provide RFP responses and feedback to support technical deliverables; align on scope and dependencies with other contributors to present an accurate and thorough response to technical questions
• Manage and project  team’s capacity against the customer pipeline and help define resourcing and assignment strategy, and guide both individual and team goals
• Inform product and features development by presenting trends identified across the team during technical implementations 

What you will bring:

• You have an understanding of technologies that include system integration with EMRs. Portals and other Enterprise workflow applications, single sign on, EMPI and data integration
• Exemplary communication and presentation skills with senior technical and business leaders up to the executive level
• Ability to effectively manage complex situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities
• Experience interfacing with cross functional leadership and aligning on process and strategy with a focus on customer satisfaction
• Ability to act without knowing all the details and guide team members in navigating ambiguity while gathering information and defining processes 
• Guide individual and team goals by meeting  weekly with direct reports and team
• Provide input and metrics to create and support departmental goals

The Unite Us Story:

As our co-founders transitioned from military to civilian life, they saw barriers and inefficiencies among their veteran community in trying to navigate the most basic health and social services. Together, they set out to improve that experience for everyone in need through technology that connects people to the care they need, when they need it, in communities across the country. Unite Us has developed an intuitive and seamless technology solution that goes beyond the traditional referral method. We work side-by-side with local organizations, and track data and 

outcomes to build coordinated care networks that support all aspects of community health. Unite Us is boldly changing the nation’s care delivery system. If you want to do well and do good, join Unite Us– we can build healthier communities together. 

Environmental Job Requirements and Working Conditions:

• This position is remote based in North Carolina.
• This position requires 30% travel
• Target range: $110,000 - $125,000. This salary range represents our national target range for this role. Some geographic areas may have higher target ranges.
  
• All team members in departments that must be available for in person meetings (currently Customer Success, Networks & Sales) must submit proof of Covid-19 vaccination and booster, or receive an approved accommodation. Accommodations will be reviewed and approved on an individual basis. 

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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