(Remote) Manager of Software Services & Support

About the role

Harris Novum, a division of Harris, is seeking a Manager of Software Services & Support to lead the Software Professional Services and Support team in a dynamic healthcare software business.

Responsibilities

• Lead and mentor a small team of customer support analysts, providing mentorship, performance feedback, and professional development opportunities.
• Manage billable consulting services and technical implementations for healthcare clients, ensuring project profitability and client satisfaction.
• Serve as the primary point of contact for customer-facing project management, coordinating timelines, deliverables, and stakeholder expectations across multiple concurrent engagements.
• Facilitate stakeholder calls and client meetings, translating technical requirements into actionable solutions and maintaining strong client relationships.
• Collaborate with the R&D Director to communicate client needs, prioritize feature requests, and provide market insights that inform product roadmap decisions.
• Execute administrative duties including preparing quotes and proposals, drafting Statements of Work (SOWs), generating project completion letters, and managing time reporting.
• Ensure compliance with healthcare industry standards and maintain deep knowledge of hospital revenue cycle workflows, patient accounting processes, and related regulatory requirements.
• Drive continuous improvement initiatives in service delivery processes, documentation standards, and team performance metrics.

Requirements

• Demonstrable experience in Hospital Revenue Cycle Management OR Hospital Patient Accounting.
• Proven leadership experience managing employees, with demonstrated ability to mentor/train, develop, and retain high-performing staff members.
• Strong project management capabilities with track record of successfully delivering customer-facing implementations on time and within budget.
• Excellent communication skills for facilitating stakeholder meetings, presenting to executive audiences, and translating technical concepts for non-technical stakeholders.
• Proficiency with Microsoft Dynamics or similar enterprise resource planning systems for administrative tasks including time tracking, quoting, and contract management.
• Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or related field, or equivalent combination of education and work experience.
• Minimum 5-7 years of progressive experience in healthcare software, consulting services, or technical account management roles.

Qualifications

• Experience with Healthcare IT systems including Electronic Health Records (EHR), Practice Management Systems, or Hospital Information Systems that integrate with revenue cycle workflows.
• Demonstrated expertise in Customer Relationship Management (CRM) platforms and methodologies for managing client accounts, tracking engagement history, and forecasting business opportunities.
• Hands-on knowledge of Medical Billing Software systems, claims processing workflows, insurance verification processes, and denial management procedures.
• Project Management certifications such as PMP (Project Management Professional), CAPM (Certified Associate in Project Management), or Agile/Scrum credentials demonstrating formal training in structured project delivery methodologies.
• Previous experience working in small business or startup environments where individuals wear multiple hats and contribute across diverse functional areas.
• Familiarity with healthcare compliance frameworks including HIPAA regulations, data security requirements, and patient privacy standards.
• Experience with billable services models, professional services automation tools, and metrics-driven service delivery optimization.

Skills

• Strategic thinking and problem-solving skills.
• Ability to manage multiple projects simultaneously.
• Strong interpersonal and communication skills.
• Attention to detail and ability to meet deadlines.
• Knowledge of healthcare industry standards and regulatory requirements.

Benefits

• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment.
• Employee stock ownership and RRSP/401k matching programs.
• Lifestyle rewards.
• Remote work and more!

Pay

Salary Range: $90,000 to $100,000

Schedule

Remote role with occasional customer site visits across the US and meetings in the Atlanta, Georgia, office. Approximately 15% travel required, including occasional customer site visits and meetings in the Atlanta, Georgia, office.