Client Technical Manager

The SSI Group, LLC, headquartered in Mobile, Alabama, is a national leader in Healthcare Technology. Client Technical Manager       Job Code CTM.181.002 FLSA Status Exempt Job Family Client Relations Cost Center 181     Purpose of Position The Client Technical Manager is responsible for leading the team on intake, prioritization, investigation, and resolution of complex client issues across the SSI Enterprise System. This role owns root cause analysis and ensures that issues are not only resolved but systematically eliminated through coordination with DevOps and Product Engineering (PE). This position serves as the central command point between client-facing teams, technical operations, and engineering, ensuring rapid resolution, transparency, and continuous improvement aligned to the A4 operating model: Agile, AI, Automation, and Architecture.       Duties and Responsibilities Essential Functions -  Issue Intake and Triage Management - Own enterprise-wide client issue triage process across clearinghouse and EDI transactions - Works collaboratively with Client Relations teams - Lead daily triage huddles for issue review and prioritization - Ensure accurate intake, categorization, and routing of issues - Root Cause Analysis and Resolution Ownership - Lead deep-dive root cause analysis for high-impact or recurring issues - Ensure issues are resolved to root cause, not symptom - Documentation and reporting on resolutions - DevOps and Product Engineering Liaison - Act as liaison between client operations and DevOps/PE teams - Translate issues into actionable technical requirements - Participate in sprint planning and backlog prioritization - Ensure closed-loop communication to stakeholders - Operational Intelligence and Trend Analysis - Analyze issue patterns across tickets and escalations - Identify systemic risks and automation opportunities - Develop dashboards and reporting with analytics teams - Client Impact and Communication - Support escalations with clear technical communication - Provide updates on issue status, timelines, and root causes - Process Improvement and Automation - Design triage workflows to reduce resolution time - Identify automation opportunities in issue management - Partner with AI teams for predictive detection - A4 Alignment (Agile, AI, Automation, Architecture): - Agile: Integrates triage into sprint cycles - AI: Enables predictive detection - Automation: Reduces manual effort - Architecture: Drives systemic improvements     Marginal Functions - Other duties as assigned.     Skills, Knowledge, and Abilities - Root Cause Analysis Orientation – Ability to identify and address underlying issues rather than applying short‑term or surface‑level fixes. - Operational Ownership and Accountability – Demonstrated ownership of outcomes, with accountability for driving initiatives through to successful completion. - Technical Translation and Cross‑Functional Leadership – Proven ability to translate technical concepts into business‑relevant insights and lead collaboration across functional teams. - Data‑Driven Decision Making – Strong reliance on data, metrics, and analysis to inform decisions, prioritize actions, and measure results. - Continuous Improvement Mindset – Commitment to ongoing process improvement, operational efficiency, and adoption of best practices. - Strong Analytical and Communication Skills – Ability to analyze complex information and communicate findings clearly and effectively to varied audiences. - Must be able to interact cordially and productively with co-workers in a team environment. - Ability to work under pressure and to prioritize. - Must be able to proficiently read and write in English. - Must possess effective communications skills with ability to handle difficult situations. - Must be able to make independent judgment decisions with minimal supervision. - Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. - Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.       Information Security and Data Protection The SSI Security-First Mindset Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities.   The Five Pillars of the SSI Security-First Mindset:   - Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. - Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. - Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. - Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. - Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity.       Experience and Education Requirements Education Min/Preferred Education Level Description Minimum 4 Year / Bachelors Degree Bachelor's degree in Bachelor’s degree in Information Technology, Healthcare Administration, or related field     Years of Experience Minimum Years of Experience Comments 7+ years 7+ years in healthcare IT or revenue cycle management 1 year Strong knowledge of EDI transactions (837, 835, 277, 270/271, 278) 1 year Experience with incident management and DevOps collaboration.     Certifications Min/Preferred Certification Description           A combination of experience and advanced education may be substituted. Background checks and drug test required.       Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position.     Employee's Signature Date __________________________________ ______________________     Supervisor Signature Date __________________________________ ______________________       SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.