Senior Technical Solutions Manager

About the Role:

The Senior Technical Solution Manager ( Embedded) (Sr TSM) is accountable for maximizing customer satisfaction with Unite Us platform and technology services. This role will primarily focus on large enterprise accounts with priority given to Government Contracts.  It also leads cross-functional efforts to advocate for customers’ needs and success. By demonstrating excellent technical acumen and ownership, as well as driving outcomes, managing relationships and challenging decisions, the Sr TSM acts as a leader whose prime goal is to be a true champion for customer experience. This role is responsible for managing and growing customer relationships, establishing partnership and collaboration inside of the organization, owning outcomes and delivering feedback for continuous improvement. This role is for a highly motivated and self-directed individual seeking an impactful role. 

What You'll Do:

• Utilize your expertise in the government sector and their technical systems to understand vision and priorities and build relationships with our government partners by working with their internal tech leads and other vendors and embedding with their teams onsite.
• Serve as the technical lead partnering cross-functionally on the delivery of technical solutions, which includes leading discovery sessions, solution design,  documenting requirements, and coordinating engineering resources to deliver on contract deliverables
• Works closely with the customer to understand contracted technical deliverables, customer technology capabilities, and identify appropriate execution strategies.
• Provide high touch support to enterprise accounts on an ongoing basis and immediately following implementation while orchestrating a seamless transition to long term account management
• Work closely with assigned Customer Success Manager to execute on customer initiatives to drive the overall health, satisfaction and retention of customers
• Assist customers with planning and execution of technical solution implementations, and removing technical blockers

• Manages risks & issues for ongoing customer work and coordinates with appropriate teams for resolution
• Participate in issues and serve as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
• Manage multiple strategic, complex customers and develop relationships with business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities as well as their technical environment
• Translate complex, ambiguous concepts and turn them into actionable requirements, solutions, or plans

What you will bring:

• Expertise in the Government Sector, experience interfacing with government technical teams, understanding of their priorities and needs, and able to creatively solution to create for cross-sector collaboration 
• Approach troubleshooting strategically and critically, always looking to challenge the status quo and offer up viable solutions
• Strong analytical skills, problem-solver, creates a culture of collaboration and teamwork, facilitate discussions of complex ideas
• Demonstrated ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and report to stakeholders.
• Proactive approach to take the initiative to identify customer considerations or obstacles 
• Experience navigating with complex health system or government stakeholders
• Familiarity with SaaS platforms; understanding and interest in technology - HL7, SAML, FHIR, SFTP, EMPI, data file transmission
• Strong interpersonal and communication skills including the ability to lead discussions in diverse groups of varying size
• Excellent time management and problem solving skills as well as the ability to use good judgment and make strong independent decisions
• A creative problem solver who likes  to work with clients and bring technology to life
• Able to seamlessly adjust your communication style for internal and external audiences at all levels of the organization and with varying levels of technical expertise
• Detail-oriented and can balance multiple projects and deliverables concurrently
• A passion for helping clients develop technical solutions 
• Active  team player who thrives in a kind and collaborative environment
• Ability to analyze & interpret technical requirements and customer interactions to anticipate and guide client needs
• Excellent written and verbal communication skills; ability to explain complex information 

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, U.S. based
• This position requires 30% travel
• Target range: $110,000 - $120,000. 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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