Leads and develops ProAssure Specialists while overseeing customer system administration contracts for Vocera solutions. Responsibilities include hiring, onboarding, training, process improvement, system administration, troubleshooting, customer relationship management, service delivery, and collaboration on Statements of Work. The role also partners with technical, clinical, sales, and professional services teams and provides occasional on-site service coverage.
Work Flexibility: Remote
Travel Percentage: 30%Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
The Associate Manager, ProAssure Services is responsible for guiding a team of ProAssure Specialists. You will play a key role in the hiring, onboarding, and training of new hires. You will collaborate to design, implement, and maintain programs which address the needs of our largest and most strategic customers using Vocera solutions. This is a player/coach role, and includes direct management of the team, responsibility for our customers’ systems administration contracts, and substituting as needed for on-site service continuity.
What you will do:
- Mentor and lead a team of ProAssure Specialists who are responsible for the contracted, daily, on-site and remote administration of Vocera solutions for customers with this professional service engagement
- Provide direction, growth, and continuous development for the team
- Share findings and build close ties with multi-functional teams of technical account managers, clinical account managers, technical support, and professional services
- Create, implement, and monitor processes to ensure practices are consistent across the team and facilitate knowledge sharing among the system administrators and customers
- Maintain positive relationships with customer contract sponsors and ensure satisfactory delivery of services leading to measurably improved outcomes
- Collaborate with Sales and Services teams to write, review, and deliver Statement of Works (SOWs) for prospective and renewing customers
- Perform system administration for Vocera solutions including database maintenance, solution operationalization, training, device management, and troubleshooting
- Provide motivation with team and customers through regular communications, conference calls, site visits and written reports to advise, track, and address concerns
What you need:
Required:
- Bachelors in Health Informatics, Information Systems, Technology, Business, or equivalent degree
- Minimum 6 years clinical or healthcare IT (HIT) industry experience
- 2 years directly leading teams or demonstrated experience mentoring and/or coaching
- US Citizenship required
Preferred:
- Demonstrated account management or customer success experience
- Experience working with the Department of Defense (DOD) and Veterans Affairs (VA) health systems
United States of America Pay Ranges:
- USN: $102,600 - $171,000 USD Annual
- US5: $107,700 - $179,600 USD Annual
- US10: $112,900 - $188,100 USD Annual
- US15: $118,000 - $196,600 USD Annual
- US20: $123,100 - $205,200 USD Annual
- US30: $133,400 - $222,300 USD Annual
Travel Percentage: 30%Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Stryker Cary, Illinois, USA Office
3909 Three Oaks Rd, Cary, IL, United States, 60013
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