Role Summary

Are you a strategic problem-solver who thrives on leading high-performing teams to deliver exceptional client experiences? AdvancedMD is seeking a skilled and dynamic Sr. Manager, Client Resolution to lead our technical problem resolution organization. In this role, you’ll oversee a team of senior technical associates responsible for resolving complex client issues, managing software bugs, and ensuring seamless collaboration between our product, engineering, and client service teams.

As the Sr. Manager, Client Resolution, you’ll leverage your leadership expertise, technical acumen, and customer-first mindset to drive operational excellence and client satisfaction. You’ll guide your team in diagnosing and resolving high-impact issues, improving processes, and ensuring that every client interaction reflects the reliability and quality of AdvancedMD’s cloud-based healthcare solutions.

This is an exciting opportunity to join a healthcare technology leader where your ability to lead through complexity, inspire technical excellence, and champion the client experience will have a direct impact on product performance and customer success. If you thrive in a fast-paced, collaborative environment and want to play a pivotal role in advancing the success of independent medical practices nationwide, we’d love to hear from you.

Essential Job Duties

• Team Leadership & Development

  • Lead, mentor, and develop a team of senior technical associates.
  • Foster a culture of accountability, continuous improvement, and client-centric problem solving.
  • Conduct regular performance reviews and provide coaching and career development support.

  Problem Resolution & Escalation Management

  • Own the end-to-end resolution of high-impact client issues, ensuring timely and thorough responses.
  • Serve as the escalation point for unresolved or complex technical problems.
  • Collaborate cross-functionally with Engineering, Product, and Client Services to drive resolution.

  Bug Management & Technical Oversight

  • Oversee the identification, tracking, and prioritization of software bugs.
  • Partner with development teams to prioritize and communicate bug fixes and enhancements.
  • Ensure root cause analysis is performed and documented for recurring issues.

  Client Engagement & Communication

  • Communicate technical solutions in a clear, professional, and empathetic manner.
  • Build strong relationships with key stakeholders to enhance client satisfaction and retention.

  Process Improvement & Reporting

  • Develop and refine processes for issue tracking, resolution, and feedback loops.
  • Analyze trends in client issues and bugs to proactively address systemic problems.
  • Provide regular reporting on resolution metrics, team performance, and client impact.

What You Need to Get the Job Done

• 5+ years of experience in technical support, software troubleshooting, or client services.
• 2+ years of experience in a leadership or management role.
• Strong understanding of software development lifecycle and bug tracking systems.
• Exceptional problem-solving, analytical, and communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.

What Will Make Us REALLY Love You

• Familiarity with Agile methodologies and DevOps practices.
• Ability to translate technical concepts into business-friendly language.
• Strong customer empathy and stakeholder management skills.
• You’re highly motivated and self-driven

Are you FIT? Learn more about our Company culture

• Flexible. Vibrant, collaborative & diverse culture that is open-minded & embraces change.
• Insightful. Innovative industry experts who transform client businesses by delivering winning outcomes.
• Trusted. Experienced, reliable & accountable advocates with unwavering integrity.