Manager - Client Experience

Company Description 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. Job Description Our Purpose At Intelerad, we believe the path to answers in healthcare should be clear. Our dedicated team is committed to elevating how our organization delivers them, and our medical imaging solutions make it possible. Role Overview The Manager, Client Experience leads the UK's integrated client-facing operations, combining Technical Support and Client Success 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 Intelerad's medical imaging solutions. The Manager balances operational excellence with strategic client engagement, fostering a culture of service excellence and continuous improvement across both support and success functions. Key Responsibilities Lead, mentor, and develop a combined team of Technical Support Specialists and Client Success 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, onboarding, and professional development, and fostering a unified culture of client obsession, technical excellence, and collaborative problem-solving across support and success 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 complex 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 success functions including support ticket resolution times, client satisfaction scores, retention rates, and expansion opportunities, develop and implement process improvements that enhance efficiency in technical support workflows and client engagement practices, maintain robust knowledge management systems that empower 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 point and trusted advisor for key UK client accounts by conducting executive business reviews and quarterly check-ins, identifying expansion and growth opportunities within existing accounts, documenting value realization and ROI for clients, and building relationships with senior stakeholders to align Intelerad 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 ServiceNow, 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 Success, Account Management, or similar functions within technology or healthcare 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 success metrics Demonstrated ability to lead 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, Salesforce, ServiceNow, or similar platforms Strong analytical mindset with ability to translate data into actionable insights and process improvements Preferred Qualifications & Special Requirements Healthcare IT or medical imaging industry experience Knowledge of PACS, RIS, or enterprise imaging systems Experience with Intelerad 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 complex client relationships Ability to influence without direct authority and navigate complex stakeholder environments Cultural sensitivity for working across global teams and diverse client organizations Travel Requirements Willingness to travel up to 25% within the UK and occasionally internationally This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time. Additional Information All your information will be kept confidential according to EEO guidelines. All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application. #LI-REMOTE 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 , 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