- Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation
- Analytics: deliver analytic applications & services that generate insight on how to measurably improve
- Expertise: provide clinical, financial & operational experts who enable & accelerate improvement
- Engagement: attract, develop and retain world-class team members by being a best place to work
Job Title: Manager of Technical Success
Team: Embedded Refills
Location: US Remote
Travel: none anticipated
**This position is currently not eligible for visa sponsorship**
Overview
The Health Catalyst Embedded Refills™ application delivers embedded medication renewal decision support directly within the EHR workflow, enabling providers and their teams to efficiently manage prescription renewal workflows. Through a powerful combination of innovative technology, clinical protocols, and workflow optimization, we help health systems provide safer, more efficient, and patient-centered care.
We are seeking a Manager of Technical Success to lead a team of high-performing Technical Success Managers (TSMs). This is a dual-role position requiring both strategic management and hands-on contribution to customer projects. The ideal candidate is a collaborative leader with deep technical acumen, strong communication skills, and a passion for driving customer success.
Key Responsibilities
Leadership & Team Management
Oversee day-to-day operations of the Technical Success Team.
Review and assign incoming customer implementations to appropriate TSMs based on bandwidth and expertise.
Serve as the initial point of escalation for project challenges and resource blockers.
Act as a servant leader, ensuring team members have the tools, training, and support needed to succeed.
Provide ongoing coaching, mentorship, and professional development for team members.
Evaluate team performance through regular 1:1s, feedback sessions, and formal reviews.
Partner with the VP of Implementation to improve implementation processes and customer satisfaction.
Operational Excellence
Maintain up-to-date project documentation and ticketing system records.
Deliver high-quality data for weekly, monthly, and quarterly performance reports.
Contribute to the refinement of repeatable, scalable implementation processes.
Customer Project Ownership (Up to 70% of Time)
Act as Technical Success Manager for select customer accounts:
Lead technical onboarding, integration, and go-live processes.
Serve as primary technical liaison for customer stakeholders.
Guide EMR integration, including API configuration and interface setup.
Provide ongoing support and troubleshooting for live customers.
Ensure on-time project delivery with clear communication of milestones and risks.
Technical Responsibilities
Manage technical project lifecycles from post-sale through optimization.
Troubleshoot integration issues and identify bugs or enhancement needs.
Create and maintain internal and customer-facing technical documentation.
Collaborate cross-functionally with Engineering, Product, and Customer Success teams.
Required Qualifications
Strong knowledge of EMRs, especially Epic and Cerner.
Proven experience in technical project management and customer success roles.
Proficiency with project tools such as Azure DevOps (ADO) and/or Smartsheet.
Ability to lead EMR builds, imports, and exports.
Experience with clinical workflows in ambulatory settings.
Familiarity with healthcare data standards, APIs, and EMR interfaces.
Strong troubleshooting, technical writing, and communication skills.
Experience with Agile methodology and cross-functional collaboration.
Proficient with SQL and relational databases, or ability to learn quickly.
Working knowledge of one or more programming languages, or ability to learn.
Minimum of 1 year of experience managing or supervising a technical team.
Preferred Attributes
Strong leadership presence with a collaborative, team-first mindset.
Experience guiding technical teams through process improvement initiatives.
Comfort with both strategic leadership and tactical execution.
Commitment to delivering exceptional service and customer outcomes.
Information Security and Compliance Responsibilities
Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.
Adhere to and comply with the organizations Acceptable Use Policy.
Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.
If you’re a proactive leader passionate about optimizing healthcare through technology, we’d love to hear from you. Help us transform medication management workflows and make a measurable impact on patient safety and provider satisfaction.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.
Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.
At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.
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