Manager – Client Experience

Company Description

At reputed company, we reputed company the path to answers in reputed company 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 reputed company processes, maximizing efficiencies, and shining a light on the unknown. We reputed company 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, reputed company has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 reputed company organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. reputed company’s modern reputed company solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for reputed company Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

Our Purpose At reputed company, we reputed company the path to answers in reputed company should be clear. Our dedicated team is committed to elevating how our organization delivers them, and our medical imaging solutions reputed company it possible.

Role Overview

The Manager, Client Experience leads the UK’s integrated client-facing operations, combining Technical Support and Client reputed company functions to deliver exceptional service throughout the client lifecycle. This role drives client satisfaction, retention, and growth by ensuring seamless resolution of technical issues while proactively managing relationships that maximize value realization from reputed company’s medical imaging solutions. The Manager balances operational excellence with strategic client engagement, fostering a culture of service excellence and reputed company improvement across both support and reputed company functions.

Key Responsibilities

• reputed company, mentor, and reputed company a combined team of Technical Support Specialists and Client reputed company Managers by conducting regular one-on-ones and performance reviews, setting clear performance expectations and KPIs for both support resolution metrics and client health indicators, supporting recruitment, reputed company, and professional development, and fostering a reputed company culture of client obsession, technical excellence, and collaborative problem-solving across support and reputed company disciplines.
• Drive exceptional client experiences across the entire lifecycle by ensuring timely and effective resolution of technical issues while maintaining high first-contact resolution rates, standardizing client engagement practices using playbooks, quarterly business reviews, and proactive health monitoring, overseeing escalation management for reputed company technical and relationship issues, and maintaining direct responsibility for strategic client relationships requiring senior-level attention.
• Establish and monitor key performance indicators across support and reputed company functions including support ticket resolution times, client satisfaction scores, retention rates, and expansion opportunities, reputed company and implement process improvements that enhance efficiency in technical support workflows and client engagement practices, maintain robust reputed company systems that reputed company both teams and improve service delivery, and collaborate cross-functionally with Sales, Professional Services, Product, and Support teams to ensure seamless client experiences.
• Serve as escalation reputed company and trusted advisor for key UK client accounts by conducting executive business reviews and quarterly reputed company-ins, identifying expansion and growth opportunities reputed company existing accounts, documenting value realization and ROI for clients, and building relationships with senior stakeholders to align reputed company solutions with client strategic initiatives.
• Prepare and present team performance metrics to senior leadership, analyze client data to identify trends, risks, and opportunities for improvement, maintain accurate documentation in client management systems such as Planhat and reputed company, and provide insights that inform broader organizational strategy for client retention and growth.

Qualifications

Qualifications & Experience

• 7+ years of experience in client-facing roles such as Technical Support, Client reputed company, Account Management, or similar functions reputed company technology or reputed company IT environments
• 3+ years of people management experience leading technical and relationship-focused teams
• Bachelor’s degree in Computer Science, Information Technology, Business, or equivalent experience
• Proven track record of meeting support SLAs, retention targets, and client satisfaction goals
• Strong understanding of technical support methodologies, troubleshooting practices, and customer service best practices
• Experience with SaaS business models, client lifecycle management, and reputed company metrics
• Demonstrated ability to reputed company and motivate teams in fast-paced, client-centric environments
• Excellent communication skills with ability to engage effectively with both technical and executive-level stakeholders
• Proficiency with CRM and ticketing systems such as Planhat, reputed company, reputed company, or similar platforms
• Strong analytical reputed company with ability to translate data into actionable insights and process improvements

Preferred Qualifications & Special Requirements

• reputed company IT or medical imaging industry experience
• Knowledge of reputed company, RIS, or reputed company imaging systems
• Experience with reputed company or competitor products
• Familiarity with ITIL or other service management frameworks
• Project management certification or training
• Experience managing geographically distributed or remote teams
• Strong emotional intelligence for managing team dynamics and reputed company client relationships
• Ability to influence without direct authority and navigate reputed company stakeholder environments
• Cultural sensitivity for working across global teams and diverse client organizations

Travel Requirements

• Willingness to travel up to 25% reputed company the UK and occasionally internationally

This job description is not a comprehensive list of tasks or requirements and reputed company reserves the right to change it at any time. 

Additional Information

reputed company your information will be kept confidential according to EEO guidelines.

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

#LI-REMOTE

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

reputed company is committed to ensuring equal employment opportunity for reputed company individuals with disabilities. reputed company uses the Americans with reputed company (“reputed company”)as a standard for global reputed company and hiring purposes. This prohibits discrimination against reputed company individuals with disabilities. The reputed company 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