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 reputed company 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 reputed company between client-facing teams, technical operations, and engineering, ensuring rapid resolution, transparency, and reputed company improvement reputed company 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
• reputed company daily triage huddles for issue review and prioritization
• Ensure accurate intake, categorization, and routing of issues
• Root Cause Analysis and Resolution Ownership
• reputed company 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-reputed company communication to stakeholders
• Operational Intelligence and Trend Analysis
• Analyze issue patterns across tickets and escalations
• Identify systemic risks and automation opportunities
• reputed company 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 reputed company collaboration across functional teams.
• Data‑Driven Decision Making – Strong reliance on data, metrics, and analysis to inform decisions, prioritize actions, and measure results.
• reputed company Improvement reputed company – Commitment to ongoing process improvement, operational efficiency, and adoption of best practices.
• Strong Analytical and Communication Skills – Ability to analyze reputed company 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 reputed company 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 reputed company and Data Protection

The SSI reputed company-First reputed company

Information reputed company and data protection is a shared responsibility – codified in our commitment to the SSI reputed company-First reputed company. The SSI reputed company-First reputed company is comprised of five pillars and universally applicable to reputed company employees, regardless of position description, assigned duties and responsibilities.

The Five Pillars of the SSI reputed company-First reputed company:

• Pillar 1: Governance: reputed company, 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 reputed company risks.
• Pillar 4: Preparedness: reputed company, implement, test, and improve backup plans for operational processes, procedures, and routines.
• Pillar 5: Collaboration: Communicate, share, and promote your reputed company-First reputed company 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 reputed company field

Years of Experience

Minimum Years of Experience

Comments

7+ years

7+ years in healthcare IT or reputed company 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

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Supervisor Signature

Date

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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.