Engagement Manager

Join InterSystems in Boston, MA, as an experienced Engagement Manager to lead crucial managed services engagements for our valued healthcare clients. In this full-time, onsite role, you will be instrumental in ensuring the success of complex environments that underpin critical clinical and operational workflows. You will own the entire managed services lifecycle, from onboarding and adoption to optimization, steady-state operations, renewal, and expansion. Responsibilities include seamless transitions, establishing robust governance structures tailored for healthcare, maintaining success plans aligned with strategic objectives, and leading complex discussions regarding service performance, scope changes, and incident impacts. You will also be responsible for the financial performance of engagements, monitoring service consumption, identifying optimization and expansion opportunities, and partnering with Sales on account strategy. Key tasks involve ensuring service alignment with contracted scope, coordinating with diverse InterSystems support teams (cloud, database, interoperability, infrastructure, security), guaranteeing service delivery meets SLAs for highly available clinical systems, and partnering with Product/Engineering on escalations and roadmap alignment. Furthermore, you will oversee incident management for mission-critical applications, escalate systemic risks, monitor client health metrics, lead executive communications during major incidents, drive continuous improvement in service delivery, capture feedback for product evolution, maintain comprehensive documentation, and ensure compliance with healthcare regulations like HIPAA.