Description

You will lead a customer-facing support team responsible for ensuring customers succeed with their EMR integrations. You'll run day-to-day operations, provide technical leadership during escalations, and partner cross-functionally to improve the integration experience end-to-end. This role balances customer outcomes, operational rigor, and technical triage, with travel required up to 50%.

Requirements

• 5+ years experience in EMR integrations, interoperability, healthcare IT, or lab systems
• 3+ years leading teams and scaling cross-functional programs
• Experience leading a customer-facing technical/support team with people management
• Strong project/program management experience managing timelines and customers
• Willingness to travel up to 50%

Responsibilities

• Lead and develop the EMR Success team, managing, coaching, and developing EMR Integration Specialists
• Create clear operating rhythms for intake, prioritization, escalation, customer communications, and post-mortems
• Ensure successful customer implementation and support across the full integration lifecycle, including workflow assessment, roll-out planning, training, and go-live
• Lead triage of integration issues and changes, ensuring ownership and resolution paths
• Develop scalable processes, metrics, and reporting around customer health, backlog, SLA performance, and go-live readiness