Manager, Technical Account Management

Job Description:

Responsible for ensuring the smooth and efficient functioning of hosting environment, providing excellent service to clients, and managing a team of hosting professionals. Drive operational excellence, achieve performance targets, and maintain high standards of customer satisfaction.

• Provide effective and efficient technical oversight and leadership which meet the needs and requirements of the client base, client relationship and resolution of client issues.
• Provide leadership for those involved in the development, design, and optimization of information technology and systems functions supporting business processes and technical information systems platforms.
• Monitor key performance indicators (KPIs) and metrics to evaluate the efficiency and effectiveness of the hosting environment and implement improvements as needed.
• Regularly identify risks, appropriately escalate. Provide recommendations for risk mitigation and process improvements.
• Ensure infrastructure architecture standards maximize efficiency and support platform compatibility. 
• Document issues with resolutions, transform situations into quality outcomes, and share with team members to improve team productivity. 
• Collaborate with business users to understand new business requirements and enhancement requests.
• Serve liaison role between application technology vendors, internal IS groups, and business users.
• Translate business requirements into product-specific designs and configuration, detailed requirement specifications and use cases.
• Effectively utilize and manage resources to meet goals, achieve milestones, and ensure staff is motivated and competent.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor's degree.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 10+ years relevant work experience; 2-3 years at a high level of skill.
• 10+ years' experience in information technology management with practical experience in technical support and maintenance.
• Up to 25% travel may be required.

Knowledge, Skills & Abilities:

• Knowledge of: Assigned application technology; domain improvement standards, tools, theory, and practice; troubleshooting hardware, software, operating systems and application-related issues; conduct performance monitoring, systems health checks and capacity planning; Cloud hosting; AWS; Microsoft Office.
• Skill in: Leadership, technical acumen, communication, collaboration, analytical, problem solving, troubleshooting.
• Ability to: Work effectively in a fast-paced environment, flexibility, adaptability to new, changing situations and/or challenges; prioritize workload, multi-task, and meet deadlines. 

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.