Expert Service Delivery Manager

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

*** Expert Service Delivery Manager ***

Remote U.S.-based Role

ABOUT THE ROLE

Altera Digital Health is looking for a motivated Expert Service Delivery Manager to join our team. In this role, you will build and grow our customer relationships, serving as a true partner and the main point of contact between clients and our hosting services. As an Expert Service Delivery Manager, you will be the primary technology advisor for our Altera-hosted clients, ensuring they receive excellent service and achieve their goals.

This position requires a strong sense of urgency. In the healthcare environments we support, system reliability is critical to patient care. You will be responsible for delivering hosting services that meet contractual requirements, managing service level agreements, and leading corrective actions.

At Altera, we believe in building strong, trust-based partnerships. You will foster these long-term relationships through consistent communication and a deep understanding of client needs. Your work will also involve driving process improvements to deliver optimal results as we help our clients navigate challenges, seize opportunities, and drive success and innovation.

YOUR RESPONSIBILITIES

Client Relationship & Communication

• Manage our technology client relationship, including daily communications, weekly status meetings, and executive reporting on KPIs/SLAs.
• Serve as the main escalation point for all client hosting issues, ensuring they are resolved satisfactorily.
• Build and maintain strong relationships with senior executives.
• Develop strategic insights to show clients we understand their needs and are taking action.

Technical & Operational Management

• Oversee all internal workstreams for clients, including decommissions, right-sizing, security, and best practices.
• Manage environmental change control for client awareness and acceptance.
• Use performance monitoring tools to proactively identify and resolve issues.
• Ensure project deliverables, status, and operational readiness are all on track.
• Document client processes and procedures to ensure their continued success.

Strategic Growth & Profitability

• Develops and maintains a deep understanding and ongoing curiosity around how our services can be best leveraged to meet client requirements.
• Explore and identify additional revenue opportunities with clients.
• Manage our hosting profit margin and continuously work to improve it.
• Identify opportunities for solution optimizations and workflow best practices.
• Analyze performance data trends and present your findings.
• Identify and grow reference accounts by sharing client success stories and outcomes.

QUALIFICATIONS

• Bachelor's Degree preferred.
• 7+ years of experience in a client-facing account management or technical support role, preferably within the healthcare industry.
• Proven ability to build and maintain strong client relationships to ensure satisfaction and retention.
• A strong understanding of healthcare industry practices, software systems, and applications.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work effectively with clients of varying technical expertise in high-pressure situations.
• Ability to adapt to changing business processes, technologies, and environments'
• A proactive and independent work style with the ability to adapt to changing environments.

TRAVEL

• Up to 30% travel may be required.

WORK LOCATION

• Remote, U.S.-based role.

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

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