Director, Technical Implementation

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.   

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. 

Purpose 
Intelerad is a leading global provider of enterprise imaging solutions. Our teams, which including personnel in the United States, Canada, India, the United Kingdom and Australia are united in our mission to advance the future of medical imaging with a unified architecture that connects physicians and clinical staff across departments and boarders. 
 
We are seeking a Director, Technical Professional Services who is responsible for successfully leading a team of Technical Professional Services Consultants, serving our clients in Canada and the United States. Their focus and mission is to proactively ensure that our customers achieve the desired results at all stages of their journey with our products, realizing the full value of our software and services. 

Responsibilities 
 
Leadership 

• Lead, organize, direct, and manage the Technical Professional Services organization with responsibility for delivery metrics, customer satisfaction and budget adherence  

• Implement metrics, tools and processes to track delivery tasks and milestones, communicate with clients, manage knowledge, track performance, forecast resource requirements, and drive productivity and quality  

• Provide oversight across Technical Professional Services teams for all Intelerad products to ensure productivity, efficiency and quality targets are met  

• Establish effective collaboration and communication links with all Intelerad departments and create a culture oriented towards customer success across the company 

• Influence the organization's strategy, products and services, and identify opportunities to create value for our customers based on the feedback received 

Team Development 

• Lead, manage and motivate a geographically dispersed team of full-time employees and on-demand talent; mentor and develop employees; create a results-driven, customer-centric team culture, maintaining a high bar on performance and accountability  

• Oversee the development and maintenance of comprehensive training and onboarding curriculum alongside Talent Development to onboard new employees and continuously train and up-skill the existing team  

• Oversee all aspects of resource planning and Professional Services management including staffing, training, capacity planning, and budget forecasting in partnership with the VP of Professional Services  

• Establish goals for each member of the team, providing both informal feedback and formal evaluations on their performance as necessary 
   

Client Relationship 

• Act as the highest point of escalation in the Professional Services Technical team  

• Through proactive and regular communications, build relationships with all levels of customers to gain a deep understanding of clients' unique challenges and solution how we standardize and automate delivery of our products to meet these needs 

• Initiate and manage the escalation process for serious customer issues, liaise between Professional Services and the customer, recommending process improvements, partnering with other leaders to drive resource utilization, productivity and prioritization of tasks and deliverables with respect to customer needs  

• Work in partnership with Product and Technology leaders to optimize delivery efficiency and reduce implementation times for clients to optimize revenue targets 

• Examine opportunities to provide additional value to customers 

• Prepare, manage and communicate key information on client health on a regular basis to key stakeholders both internally and externally 

Employment Prerequisites 

• Bachelor’s degree in Business Administration, Computer Science or a related field 

• 10+ years experience in customer facing roles 

• 5+ years experience in the field of professional or technical services or customer delivery 

Desired Competencies 

• Proven ability to demonstrate the value of software products and professional services 

• Ability to build relationships with clients at both the operational and executive levels 

• Proven experience in team management and ability to demonstrate collaborative leadership 

• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset) 

• Exceptional communication, negotiation, and leadership skills 

• Ability to communicate and build rapport with internal management and other company personnel 

• This position requires a cleared background check and security clearance 

Supervisory Responsibilities  
Leading team of Professional Services Consultants - Technical 
 
Travel Requirements  
This position requires up to 25% of travel, mainly in North America 

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.

Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise Imaging
 

Intelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1,300 Radiologists Across the US

Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/

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