Associate Manager, ProAssure Services (Remote)

Work Flexibility: Remote

The Associate Manager, ProAssure Services is responsible for guiding a team of Vocera ProAssure Specialists. You will play a key role in the hiring, onboarding, and training of new hires. You will collaborate to design, implement, and maintain programs which address the needs of Vocera’s largest and most strategic customers.  This is a player/coach role, and includes direct management of the team, responsibility for our customers’ systems administration contracts, and substituting as needed for on-site service continuity.

What you will do:

• Mentor and lead a team of ProAssure Specialists who are responsible for the contracted, daily, on-site and remote administration of Vocera solutions for customers with this professional service engagement
• Provide direction, growth, and continuous development for the team
• Share findings and build close ties with multi-functional teams of technical account managers, clinical account managers, technical support, and professional services
• Create, implement, and monitor processes to ensure practices are consistent across the team and facilitate knowledge sharing among the system administrators and customers
• Maintain positive relationships with customer contract sponsors and ensure satisfactory delivery of services leading to measurably improved outcomes
• Collaborate with Sales and Services teams to write, review, and deliver Statement of Works (SOWs) for prospective and renewing customers
• Perform system administration for Vocera solutions including database maintenance, solution operationalization, training, device management, and troubleshooting
• Provide motivation with team and customers through regular communications, conference calls, site visits and written reports to advise, track, and address concerns

What you need:

Required:

• Bachelors in Health Informatics, Information Systems, Technology, Business, or equivalent degree
• 6+ years clinical or healthcare IT (HIT) industry experience
• 2+ years experience of direct people management
• US Citizenship required

Preferred:

• Demonstrated account management or customer success experience
• Experience working with the Department of Defense (DOD) and Veterans Affairs (VA) health systems

$100,500 - $165,600 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.