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Senior Manager of Imaging Services and Client Relations

2 months ago

Redwood City, California, United States Innova Solutions Full time

We are currently seeking a Senior Manager of Imaging Services and Client Relations for a full-time permanent position. In this role, you will play a pivotal part in enhancing our medical imaging services while ensuring exceptional customer satisfaction.

Key Responsibilities:

  • Oversee the installation and information security review processes for new clients, ensuring all remediation activities are tracked and completed.
  • Conduct quarterly reviews of customer and administrative accounts, documenting actions taken to maintain minimal access as required.
  • Regularly assess SOC2 policies and security requirements to ensure compliance is upheld within specified timeframes.
  • Manage the creation, configuration, and ongoing maintenance of accounts.
  • Supervise service operations and manage relationships with service provider vendors.
  • Collaborate with third-party CT transfer services and QCT analysis providers to maintain system integrity and troubleshoot issues.
  • Maintain a support ticketing system, ensuring timely responses and closures of all tickets, with accurate documentation of issues and resolutions.
  • Enhance customer satisfaction through prompt responses to inquiries and effective communication with both internal and external stakeholders.
  • Provide daily support to end users and the Commercial team, addressing questions and help-desk tickets related to scan acquisition and workflow processes.
  • Oversee the functional management of support staff, including recruitment, training, and supervision.
  • Develop a comprehensive understanding of the system to provide necessary technical support to clients and staff.
  • Ensure CRM data updates are functional and escalate issues to the development team as needed.
  • Collaborate with R&D and Marketing teams to contribute insights for new product development.
  • Maintain open communication with management and team members regarding customer issues and service trends.
  • Effectively manage your schedule and priorities to address urgent customer needs and optimize satisfaction.
  • Assist Marketing in analyzing metrics related to service usage.

Qualifications:

  • Associate Degree required; Bachelor's Degree preferred.
  • At least one year of experience with SOC2 and/or ISO 27001 compliance.
  • A minimum of five years in a technical support or customer service role, preferably in the medical device sector.
  • One year of experience in people management.
  • Credentialing from ARRT in Computed Tomography or ABII is a plus.
  • Familiarity with CT scan analysis, DICOM format, and PACS file sharing is highly desirable.
  • Strong communication skills to convey complex information to diverse audiences.
  • Proficient troubleshooting abilities and a quick learner of new software platforms.
  • Excellent oral and written communication skills, with proficiency in Microsoft Office Suite.
  • Ability to thrive in a cross-functional team environment.

We are committed to providing equal employment opportunities and fostering a diverse workplace. Thank you for considering a career with us.