Technical Relationship Manager - Healthcare

JOB DESCRIPTION

Position: Technical Relationship Manager-Healthcare
Location: United States – Remote  
Industry Focus: Healthcare (Health Systems, Hospitals, and Healthcare Delivery Organizations) 
 
THE ROLE:
As a Technical Relationship Manager (TRM) on our Healthcare team, you'll be the main technical contact for a group of IGEL's health system and hospital customers. You'll help them get more out of IGEL, from day-to-day issues to long-term planning. You'll work with our Technical Support, Product Management, Customer Success, and Renewals teams to get them what they need.  
This is a hands-on technical role combined with relationship management. Our customers run 24x7 clinical environments where endpoint uptime, fast and secure clinical application access, and protection of patient data directly affect patient care. Therefore, you'll need to understand both the technology and how clinicians use it.  
 
Travel Requirement: Up to 40% (customer sites, onsite technical reviews, and training)

EXPERIENCE AND QUALIFICATIONS

• At least 5 years in a customer-facing enterprise role such as Technical Relationship Manager, Technical Account Manager, or similar. 
• At least 5 years of experience in engineering, consulting, system integration, or enterprise IT infrastructure with a technology vendor or reseller. 
• Experience in application and desktop virtualization, including Citrix Virtual Apps and Desktops, Omnissa Horizon (formerly VMware Horizon), or Microsoft Remote Desktop Services (AVD and Windows 365). 
• At least 2 years of hands-on experience with IGEL or similar enterprise technologies. IGEL experience is a big plus but not a must; strong technical and troubleshooting skills and a quick learning curve matter more. 
• Comfortable troubleshooting Windows and Linux systems and gathering diagnostic logs. 
• Clear communicator who builds strong customer relationships, stays organized, and maintains thorough documentation. 
• Self-directed, able to balance several customers and priorities at once, and experienced in running complex technical escalations. 
• Adapts easily to new technology, shifting customer needs, and large, complex IT environments. 

 
Healthcare Experience – Strongly Preferred  

• Experience in healthcare organizations: integrated delivery networks, acute care hospitals, academic medical centers, ambulatory clinics, physician groups, long-term care, or payers. 
• Proven track record of working in large health systems running thousands of shared endpoints across hospitals, clinics, and data centers, from nursing stations and workstations on wheels (WOWs) to patient rooms. 
• Understanding of how EHRs like Epic, Oracle Health (Cerner), and MEDITECH reach the endpoint, including how Epic Hyperspace/Hyperdrive is delivered through Citrix or Omnissa Horizon and how EHR upgrades and go-lives affect endpoints. 
• Hands-on knowledge of Imprivata and how clinicians share devices day to day. 
• Experience with clinical peripherals: badge readers, barcode scanners, label and wristband printers, signature pads, dictation devices (e.g., Nuance PowerMic/Dragon Medical), webcams, and headsets for telehealth. 
• Working knowledge of HIPAA and one or more of the following: HITECH, PHI/ePHI safeguards, HITRUST CSF, the NIST Cybersecurity Framework, audits, and access controls. 
• Exposure to Zero Trust, endpoint security, MFA (including EPCS), certificate-based authentication, network access control, and identity management. 
• Experience supporting around-the-clock clinical operations: downtime procedures, business continuity, disaster recovery, and getting endpoints back after ransomware or other cyberattacks. 
• Proven track record of leading urgent incidents that involve infrastructure, cybersecurity, networking, EUC, EHR application teams, and outside vendors. 

• Familiarity with how change works in healthcare: approval boards, clinical change windows, EHR upgrade cycles, freezes, risk assessments, and phased rollouts with at-the-elbow support. 
• Experience with Azure Virtual Desktop (AVD), Windows 365, hybrid cloud, and optimizing Microsoft Teams for virtual care. 
• Experience conducting meetings with CIOs, CISOs, infrastructure and EUC leaders, CMIOs/CNIOs, and other technical decision-makers. 

 
Nice to Have  

• PowerShell, Bash, or Python scripting. 
• Experience with Microsoft SQL Server, Oracle, MySQL, or PostgreSQL. 
• Splunk, Grafana, or other monitoring tools. 
• ServiceNow or another ITSM platform. 
• Certifications like VCP, Citrix CCA/CCP, Microsoft, or networking and security credentials. Epic technical certifications (e.g., Epic Client Systems), CHPS, or HCISPP would be a strong plus. 
• Experience coordinating teams across time zones. 

TASK AND RESPONSIBILITIES

• Develop lasting partnerships with each customer's engineering, EUC, infrastructure, and clinical informatics teams and their leaders. 
• Understand how the customer's environment is built, how clinicians work, and what the organization is trying to achieve, and then act as their go-to technical advisor. 
• Share IGEL product knowledge and best practices that fit both clinical and non-clinical environments. 
• Help shape customers' end-user computing (EUC) direction and their Imprivata clinical workflows on IGEL, covering badge tap-in/tap-out, fast user switching, session roaming, and single sign-on. 
• Provide technical guidance on customer projects such as architecture changes, infrastructure modernization, EHR-driven endpoint updates, upgrades, migrations, and new rollouts. 
• Keep a technical account plan for each customer that captures their environment, clinical and business goals, dependencies, risks, and roadmap. 
• Lead regular account reviews covering IGEL platform health, open issues, planned upgrades, and risks, and suggest ways to improve performance, stability, security, and the clinician login experience. 
• Own support escalations with IGEL Support and Product Management until they're resolved. Help customers put forward enhancement and feature requests. 
• When critical incidents or downtime hit, pull in the right IGEL resources and keep the customer informed until service is restored. 
• Partner with Sales, Solutions Architects, and Renewals to spot where customers could expand their use of IGEL. 
• Coordinate and conduct customer meetings and onsite technical reviews with leadership. 

WE OFFER

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
• 11 company-paid holidays per year
• 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
• Sick time of 10 days per year, with rollover of unused days up to maximum limit
• 401(k) plan with 100% company match, up to $15,000 per year
• Paid maternity and paternity leave
• Monthly home office allowance
• Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
• Employee Assistance Program (EAP) and Financial Wellness tool
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
• Wellbeing apps, including Rightway, Headspace and Wellhub
• Training and development opportunities to advance your career
• President’s Club for the highest performing salespeople and overachievers
• An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
• A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information:
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