Job Description

Purpose 
Intelerad is a leading global provider of enterprise imaging solutions. Our teams, which including personnel in the United States, Canada, India, the United Kingdom and Australia are united in our mission to advance the future of medical imaging with a unified architecture that connects physicians and clinical staff across departments and boarders. 
 
We are seeking a Director, Technical Professional Services who is responsible for successfully leading a team of Technical Professional Services Consultants, serving our clients in Canada and the United States. Their focus and mission is to proactively ensure that our customers achieve the desired results at all stages of their journey with our products, realizing the full value of our software and services. 

Responsibilities 
 
Leadership 

• Lead, organize, direct, and manage the Technical Professional Services organization with responsibility for delivery metrics, customer satisfaction and budget adherence  

• Implement metrics, tools and processes to track delivery tasks and milestones, communicate with clients, manage knowledge, track performance, forecast resource requirements, and drive productivity and quality  

• Provide oversight across Technical Professional Services teams for all Intelerad products to ensure productivity, efficiency and quality targets are met  

• Establish effective collaboration and communication links with all Intelerad departments and create a culture oriented towards customer success across the company 

• Influence the organization's strategy, products and services, and identify opportunities to create value for our customers based on the feedback received 

Team Development 

• Lead, manage and motivate a geographically dispersed team of full-time employees and on-demand talent; mentor and develop employees; create a results-driven, customer-centric team culture, maintaining a high bar on performance and accountability  

• Oversee the development and maintenance of comprehensive training and onboarding curriculum alongside Talent Development to onboard new employees and continuously train and up-skill the existing team  

• Oversee all aspects of resource planning and Professional Services management including staffing, training, capacity planning, and budget forecasting in partnership with the VP of Professional Services  

• Establish goals for each member of the team, providing both informal feedback and formal evaluations on their performance as necessary 
   

Client Relationship 

• Act as the highest point of escalation in the Professional Services Technical team  

• Through proactive and regular communications, build relationships with all levels of customers to gain a deep understanding of clients' unique challenges and solution how we standardize and automate delivery of our products to meet these needs 

• Initiate and manage the escalation process for serious customer issues, liaise between Professional Services and the customer, recommending process improvements, partnering with other leaders to drive resource utilization, productivity and prioritization of tasks and deliverables with respect to customer needs  

• Work in partnership with Product and Technology leaders to optimize delivery efficiency and reduce implementation times for clients to optimize revenue targets 

• Examine opportunities to provide additional value to customers 

• Prepare, manage and communicate key information on client health on a regular basis to key stakeholders both internally and externally 

Qualifications

Employment Prerequisites 

• Bachelor’s degree in Business Administration, Computer Science or a related field 

• 10+ years experience in customer facing roles 

• 5+ years experience in the field of professional or technical services or customer delivery 

Desired Competencies 

• Proven ability to demonstrate the value of software products and professional services 

• Ability to build relationships with clients at both the operational and executive levels 

• Proven experience in team management and ability to demonstrate collaborative leadership 

• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset) 

• Exceptional communication, negotiation, and leadership skills 

• Ability to communicate and build rapport with internal management and other company personnel 

Supervisory Responsibilities  
Leading team of Professional Services Consultants - Technical 
 
Travel Requirements  
This position requires up to 25% of travel, mainly in North America 

See more jobs at Intelerad

Apply for this job

Job Description

The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

Major accountabilities

Accountabilities

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Employment Pre-requisites

Pre-requisite

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux  OS administration expertise
• Experience running queries in SQL - an asset
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code  in other high level languages

Desired Competencies

Competences

• Highly motivated to excel and Committed to continual skills improvement
• Team oriented with strong communication and interpersonal skills
• Creative thinker and practical problem solver

Optional Skills:

• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment

See more jobs at Intelerad

Apply for this job

Job Description

Purpose 
We are seeking a Market and Competitive Analyst to join the product marketing team to help us deepen our understanding of and stay ahead of market trends and competitive dynamics. The Market and Competitive Analyst will be responsible for conducting in-depth market research and competitive analysis to support strategic decision-making. This role requires a keen analytical mind, strong research skills, and the ability to synthesize complex information into actionable insights.  

Key Responsibilities: 

Market Research 

• Conduct comprehensive market research to identify industry trends, market opportunities, and potential threats. 

• Manage relationships and perception of Intelerad with the industry’s key research partners.

Competitive Analysis 

• Regularly review competitors’ positioning and messaging​. 

• Gather and analyze data from various sources, including publicly available reports, internal data, and interviews. 

• Conduct win-loss analysis with third-party research partner.

Reporting 

• Prepare detailed reports and presentations that communicate findings and recommendations to cross-functional stakeholders. 

Collaboration 

• Support marketing, sales, and product development initiatives by sharing insights with our commercial teams and product management team.  

• Work closely with cross-functional teams, including marketing, sales, product management, customer success and finance, to ensure alignment and drive business growth. 

Qualifications

Qualifications: 

• Bachelor’s degree or equivalent in business, marketing, economics, or related field. 

• 1-3 years of experience in market analysis or a similar role. 
   

Skills: 

• Strong analytical and critical thinking skills. Ability to interpret data and present it in a clear, concise, and relevant manner. 

• Excellent communication and interpersonal skills. 

• Ability to work independently and as part of a team. 

• Proficient in Microsoft suite, specifically Microsoft PowerPoint 

Supervisory Responsibilities: None 

 
Travel Requirements: 5% travel required 

See more jobs at Intelerad

Apply for this job

Job Description

Purpose 
Intelerad is seeking an experienced and strategic Product Marketing Manager to join the Product Marketing Team. This role is responsible for foundational processes that drive the adoption and growth of Intelerad products, including defining and executing the go-to-market strategy for new products and ensuring marketing release readiness for each product release. The Product Marketing Manager position requires close collaboration internally with Sales, Product Management, Marketing and Communications, Business Development and Client Services teams. Externally, this position with be working closely with prospects, customers, analysts, and other industry influencers. 

The ideal candidate will have strong leadership skills, a proven track record in product marketing strategy, and the ability to craft compelling messages that resonate with our healthcare audience. 

Key Responsibilities: 

Go-to-Market Strategy 

• Create go-to-market strategies for new product launches, including segmented positioning and messaging that differentiate our products in the market. 

• Partner with other marketing team members to execute relevant marketing activities. 

Release Readiness 

• Ensure marketing release readiness for all portfolio products. 

• Craft key messages for customer retention, up-sell, and cross-sell.  

Incorporate Market Insights 

• Partner with Market and Competitive Analyst to inform product development and marketing strategies with market insights. 

• Collaborate with the Sales Enablement team to deliver strategic training initiatives to our commercial teams. 

Collaboration 

• Work closely with product management, sales, and customer success teams to ensure alignment and drive product success. 

Qualifications

Qualifications: 

• Bachelor’s degree or equivalent in marketing, business, or a related field. 

• 3-5 years of experience in product marketing, preferably in the healthcare or healthcare technology sector. 

Skills: 

• Proven experience in defining go-to-market strategies and executing release readiness in a software environment. 

• Excellent storytelling skills. 

• Ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously. 

• Familiarly with a pragmatic framework 

 
Supervisory Requirements: None 

Travel Requirements: 5% travel required 

See more jobs at Intelerad

Apply for this job

Job Description

The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

Major accountabilities

Accountabilities

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Employment Pre-requisites

Pre-requisite

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux  OS administration expertise
• Experience running queries in SQL - an asset
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code  in other high level languages
• Experience with PACS, DICOM or HL7 is nice to have

Desired Competencies

Competences

• Highly motivated to excel and Committed to continual skills improvement
• Team oriented with strong communication and interpersonal skills
• Creative thinker and practical problem solver

Optional Skills:

• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment

See more jobs at Intelerad

Apply for this job

Job Description

The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

Major accountabilities

Accountabilities

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Employment Pre-requisites

Pre-requisite

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux  OS administration expertise
• Experience running queries in SQL - an asset
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code  in other high level languages

Desired Competencies

Competences

• Highly motivated to excel and Committed to continual skills improvement
• Team oriented with strong communication and interpersonal skills
• Creative thinker and practical problem solver

Optional Skills:

• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment

See more jobs at Intelerad

Apply for this job