Engagement Manager

Key Responsibilities

• Own the full managed services lifecycle for healthcare clients using InterSystems platforms: onboarding, adoption, optimization, steady-state operations, renewal, and expansion
• Ensure successful transition from implementation or sales to operational support with clear scope, service definitions, and readiness criteria
• Establish governance structures tailored to healthcare organizations, including operational reviews, executive business reviews, and regulatory reporting requirements
• Maintain documented success plans aligned to clinical, operational, and interoperability objectives
• Lead complex discussions including service performance, scope changes, incident impacts, and contract alignment
• Own financial performance of healthcare managed services engagements
• Monitor service consumption relative to contract scope and platform usage
• Identify opportunities for optimization, expansion, and renewal across InterSystems solutions
• Partner with Sales on account strategy and long-term growth
• Ensure services remain aligned to contracted scope while supporting healthcare operations
• Coordinate with Managed Services teams supporting InterSystems environments (cloud, database, interoperability engines, infrastructure, security)
• Ensure service delivery meets SLAs for highly available clinical systems
• Partner with Product/Engineering teams on escalations, upgrades, patches, and roadmap alignment
• Oversee incident management for mission-critical healthcare applications
• Escalate systemic risks affecting availability, performance, or data integrity
• Monitor client health metrics, adoption indicators, and satisfaction levels
• Lead executive communications following major incidents or outages impacting clinical workflows
• Drive continuous improvement of onboarding, operational processes, and service delivery models
• Capture feedback to inform product evolution and service enhancements
• Maintain comprehensive engagement documentation and governance artifacts