Sr Manager of Medical Imaging Services & Customer Success

Immediately hiring for a Sr Manager of Medical Imaging Services & Customer Success

Position type : Full-time Perm Role

Location : Redwood City, CA

As a Sr Manager of Medical Imaging Services & Customer Success you will :

Someone who has been in the field integrating imaging into the hospital systems... change management

In this role you will get to :

• Manage installation and infosec review process and questionnaires for new customers and track any remediation activities to closure.
• Perform quarterly access reviews of all customer, service, and administrative accounts and document any actions taken. Ensure that account access is limited to the minimum access required per account type.
• Routinely review SOC2 policies and other security requirements and ensure that compliance is maintained per the prescribed time intervals for each requirement.
• Manage account creation, configuration, and maintenance.
• Supervise production service and manage service provider vendors.
• Work with third party CT transfer service and QCT analysis providers to maintain the system and troubleshoot and resolve any issues that may arise.
• Maintain a support ticketing system and ensure all tickets are responded to and closed in a timely manner. Accurately document issue, troubleshooting steps, action plans, resolution and any follow-up in internal ticketing system.
• Promote customer satisfaction through the timely response to customer calls and providing clear and effective communications with internal and external customers.
• Support end users and Commercial team on a day-to-day basis answering questions as necessary, responding to help-desk tickets related to scan acquisition, scan uploading, and all aspects of the workflow including technical support related to the quantitative CT reports.

Report on ticketing trends and identify issues that need to be resolved.

• Responsible for the functional management of support personnel.
• Recruit, hire, supervise, and train additional support personnel.
• Obtain a working knowledge of the system and provide technical support for customers and employees as required.
• Ensure CRM data updates are functional and escalate tickets to development team.
• Collaborate with R&D and Marketing to provide input towards new product development.
• Communicate with staff, vendors, and consultants to effectively complete required responsibilities.
• Maintain regular communication with direct manager, internal team members, and commercial team members for any customer matters requiring attention including escalating any trending customer and / or service issues to the appropriate team members.
• Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.
• Assist Marketing in developing and analyzing metrics related to usage.

Requirements :

• Minimum Associate Degree required. Bachelor’s Degree preferred
• Minimum of one year experience with SOC2 and / or ISO 27001 compliance and hospital information security review process.
• Minimum 5 years of experience in technical support or customer service role. Previous experience in large medical device field support or customer service strongly preferred.
• Minimum of one year people management experience.
• Credentialing from the American Registry of Radiologic Technologists (ARRT) in Computed Tomography or the American Board of Imaging Informatics (ABII) a plus
• Experience with CT scan analysis including DICOM format, scan acquisition parameters, DICOM viewer software, and PACS file sharing a strong plus.
• Ability to communicate complex information to a wide range of audiences including customers, marketing and sales team members, service providers, and engineering team.
• Strong troubleshooting skills.
• Ability to learn new software platforms quickly as required to perform job duties
• Ability to discuss key CT technical topics i.e. artifacts, radiation dose, iterative reconstruction across multiple scanner platforms a strong plus.
• Excellent oral and written communication skills.
• Fluent with Microsoft Office Suite; Word, Excel, and PowerPoint.
• Ability to work in a cross functional environment with team members with various skills

Thank you!

Preeti Sehgal

PAY RANGE AND BENEFITS :

Pay Range* : $130,000 - $190,000 annual base salary dependent upon experience

Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits :

Medical, Dental, Vision and 401k

Employee Assistance Program, FSA and Dependent Care Benefits

Tuition Reimbursement

Commuter Program

Equity Program

Employee Referral Bonus

ABOUT INNOVA SOLUTIONS : Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion.

Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions :

• One of Largest IT Consulting Staffing firms in the USA Recognized as #4 by Staffing Industry Analysts (SIA 2022)
• ClearlyRated® Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS

Website :

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.