Serve as a trusted advisor who provides advice and support to clients on services and best practices, as well as ongoing operational issues. This role directly influences client interaction with NextGen products.
- Support solutions, provide technical guidance, and advocate for the customer.
- Ensure environments remain operationally healthy whilst reducing cost and complexity.
- Develop trusting relationships with customers, understanding their business needs and technical challenges.
- Drive technical discussions regarding incidents, trade-offs, and risk management.
- Collaborate and partner with Solutions Architects, Business Developers, Professional Services Consultants, Sales Account Managers, and C-suite executives.
- Provide detailed reviews of service disruptions and all metrics.
- Proactively problem-solve and find opportunities for customers.
- Develop methods, techniques, and evaluation criteria for obtaining results.
- Work with operations to provide ongoing maintenance, including updates, patching, and antivirus updates.
- Troubleshoot and resolve issues in assigned technology, including hardware, software, operating systems and application-related issues; conduct performance monitoring, systems health checks and capacity planning.
- Report progress of the project / task to all stakeholders in a timely and efficient manner.
- Identify /document issues prior to client impact. Work directly with individuals and teams from different areas of the organization to drive product improvement.
- Support clients undertaking gap analysis between the current and future state so that the configuration of solutions meets client needs.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor's degree.
- Or, any combination of education and experience that would provide the required qualifications for the position.
Experience Required:
- 5 years relevant experience as a Technical Accountant Manager or similar.
- Cloud Hosting expertise with a preference towards AWS knowledge and certifications.
- Experience in the medical field preferred.
Knowledge, Skills & Abilities:
- Knowledge of: Troubleshooting hardware, software, operating systems, and application-related issues; conducting performance monitoring, systems health checks, and capacity planning; Cloud hosting; AWS; Microsoft Office.
- Skill in: Leadership through critical incidents; communication, organized, problem-solving, collaboration, technical acumen, and customer focus.
- Ability to: Work effectively in a fast-paced environment, prioritize workload, multitask, and meet deadlines.
