Altera Digital Health

Customer Success Manager

• Serve as the primary Altera contact point with the client to ensure an extraordinary experience with our Altera Paragon solution and services
• Lead highly complex collaborations of client and Altera cross functional teams to ensure alignment and agreement to goals and supporting action plans
• Collaborate with cross-functional teams such as sales, marketing, product development and support to address client needs, resolve issues promptly and contribute to product improvement based on client feedback
• Facilitate Strategic Partnership Reviews with Client which includes consultative insights into the client growth plan
• Facilitate Strategic Roadmap Planning for highly complex current and future projects and aligning our solution releases with client strategic priorities
• Ensure oversight, visibility, and coordination of highly complex services initiatives
• Ensure client regulatory preparedness as it relates to our solutions
• Deliver client communications on potential business-impacting items, including industry/Altera news, release plans, planned outages, and major events
• Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Drive client participation in Voice of Customer processes such as KLAS and NPS, including providing invitations, reviewing feedback, and creating/driving improvement action plans
• Maintain internal client updates using Altera tools and/or required reporting mechanisms
• Identify and grows reference accounts, including sharing client success stories and outcomes improvements
• Provide support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Facilitate highly complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes
• Drive client prioritization with escalated issues in support. Prioritize work between simultaneous clients, programs and time zones

Client Success Executive – Healthcare IT

Systems Engineer

• Install, configure, and maintain Windows Server systems (2012r2, 2016, 2019, 2022).
• Manage server roles such as DNS, DHCP, File Services, and Print Services.
• Perform regular patching, upgrades, and system performance monitoring.
• Troubleshoot and resolve server-related issues to ensure minimal downtime.
• Implement and maintain backup, disaster recovery, and failover solutions.
• Monitor server health using tools like Microsoft System Center or other monitoring solutions.
• Manage and maintain Active Directory (AD) infrastructure, including forests, domains, and trusts.
• Implement Group Policy Objects (GPOs) to enforce security and administrative standards.
• Ensure the security of AD by configuring account policies, auditing, and monitoring.
• Manage user accounts, groups, and permissions in AD.
• Plan and execute AD migrations, upgrades, and restructuring.
• Integrate and manage Azure Active Directory and hybrid environments.
• Apply best practices for securing Windows Servers and AD environments.
• Implement and manage role-based access control (RBAC).
• Monitor and respond to security incidents and vulnerabilities.
• Ensure compliance with organizational policies and regulatory requirements.
• Conduct regular audits of server and AD configurations.
• Maintain accurate documentation for server configurations, AD structures, and processes.
• Provide regular reports on system performance, incidents, and compliance metrics.
• Develop and update runbooks, guides, and SOPs for server and AD operations.
• Assist in planning and executing IT infrastructure projects.
• Provide technical guidance and training to junior administrators.
• Collaborate with cross-functional teams to achieve business goals.

Senior Systems Engineer – Active Directory

Engineer

• Implement, configure, and optimize enterprise-level Citrix environments, including servers, ADCs, and related systems.
• Identify and drive opportunities to standardize, enhance, and automate existing processes to improve efficiency and performance.
• Investigate and resolve complex Citrix-related incidents and issues, acting as the third-level escalation for support and troubleshooting.
• Collaborate with multi-disciplinary teams to solve technical problems across a variety of systems and platforms.
• Lead technical projects and contribute to key initiatives to improve team workflows and technical processes.
• Coach, mentor, and elevate junior team members while fostering a collaborative and growth-focused environment.
• Drive root cause analysis and manage problem resolution to improve team efficiency.
• Facilitate knowledge transfer to upskill the team and raise the overall level of technical expertise.

Senior Citrix Virtualization Engineer

Business Analyst

• Collaborate closely with Product Managers to develop application solutions that effectively meet business requirements.
• Utilize your deep functional knowledge of designated technologies within the Sunrise environment to support application development and enhancements.
• Engage actively with business stakeholders to gather, analyze, and define detailed business requirements for new initiatives and existing projects.
• Act as the primary liaison between technology vendors, internal Information Systems teams, and business users to ensure smooth project implementation.
• Translate business requirements into comprehensive designs, user story maps, and detailed functional specifications.
• Prepare and deliver essential documentation, such as design documents and business process workflows, to support project execution.
• Partner with development teams throughout the build, configuration, and user testing phases, ensuring that implementations align with business objectives and standards.
• Verify that all software implementations meet strict business specifications and adhere to quality standards.
• Demonstrate new software functionalities to business users, gathering their feedback and incorporating it into future enhancements.

Account Executive

• Generate net new hospital business by targeting prospects in a given region, planting seeds, and gaining market intelligence to secure opportunities to compete.
• Grow the existing client base by meeting with clients to align with their goals and objectives. Act as a consultative partner to solve problems and sell solutions that add value and expand our footprint.
• Conduct proactive sales activities, including territory tours, attending conferences, and hosting demos to create excitement around our new solutions.
• Achieve and exceed annual sales quotas derived from a balance of growing existing clients and acting as a new business salesperson.
• Develop and maintain strong relationships with key decision-makers, striving to be viewed as an extension of the client's internal team.
• Create compelling sales presentations and proposals.
• Negotiate and close deals that range from add-ons to multi-million dollar extensions.
• Manage and grow your sales pipeline.

Client Development Sales Executive – Hospitals

• Partner closely with our Client Delivery Executives to support and enhance the client experience.
• Serve as a go-to point of contact for a portfolio of clients, building strong, lasting relationships.
• Proactively engage with clients, including C-suite executives, through regular calls and meetings to understand their goals, and feedback on our systems.
• Play a key role in our client relationships and contributing to our Net Promoter Score (NPS) goals.
• Collaborate with internal teams to ensure client needs are met and issues are resolved effectively.
• Balance your time effectively between direct client engagement and internal strategy and coordination with the Altera team.
• Travel to client sites (approximately 25% of the time) in California and potentially Canada to foster key relationships and lead strategic on-site meetings.

Client Success Executive

• Perform P2V (Physical to Virtual), V2V, and on-prem to cloud (Azure) migrations.
• Lead and execute Azure Migrate projects including discovery, assessment, planning, and migration.
• Implement Disaster Recovery (DR) solutions using Azure Site Recovery (ASR).
• Configure and manage VMware vSphere, ESXi, vCenter for migration activities.
• Build, configure, and troubleshoot Windows Servers (2008–2022) including Active Directory, DNS, DHCP, Group Policy, File/Print Services.
• Troubleshoot core Windows Server features and services during and post-migration.
• Conduct application and dependency mapping for migration readiness.
• Collaborate with networking, storage, and application teams for smooth migration cutovers.
• Create and maintain runbooks, rollback procedures, and post-migration validation checklists.
• Provide knowledge transfer and support to operational teams post-migration.

Expert Systems Engineer

Vice President

• Lead our vital Remote Hosting Support Operations and overall success and profitability of the business unit.
• Deliver contracted security, performance, and availability for clients' critical applications.
• Guide system design, implementation, and ongoing maintenance.
• Mentor a high-performing team and shape strategic direction of hosting services.
• Build and maintain strong client relationships and act as a trusted partner.
• Drive operational excellence and define and track KPIs to meet SLAs.
• Leverage technology, including AI, ServiceNow, and monitoring tools to improve service and efficiency.
• Partner with sales teams to support new account growth and client onboarding.

Vice President, Client Technology

Analyst

• Serve as liaison between business users of technology, technology vendors, contractors, and internal staff to ensure seamless operations and continuous improvement
• Identify, analyze and implement process improvement initiatives
• Provide technical and analytical support for process improvement initiatives
• Perform process improvement initiatives ensuring objectives are met and results are measurable
• Evaluate data and run reports from various tools (Power BI, SNOW reports, etc.)
• Perform quality review of process deliverables and identify where rework or remediation is necessary
• Navigate ITIL framework and processes effectively
• Provide accurate and timely information and appropriate notification as required
• Escalate disconnects between client expectations and Altera
• Utilize existing product documentation to support the operation of assigned products
• Maintain a working knowledge of bug/issues being tracked by Product Development
• Conduct proactive health checks and participate in response to documented system alerts
• Maintain working knowledge of product program team status reporting
• Identify common causes of defects, prioritize them and systematically remove them
• Interact with onsite counterparts on requests/incidents to obtain clarifications and provide resolutions as appropriate

Associate Process Analyst

Product Manager

• Drive the execution of all processes in the product lifecycle, planning, positioning, requirements and roadmap development, product launch, and assist with pricing new and existing solutions.
• Translate business strategy into product strategy.
• Collect and create detailed requirements for design and development for more than one product across multiple product generations.
• Plans and manages execution of product roadmaps, development schedules and product/component designs.
• Develop relationships with clients and prospects, gather and understand customer feedback and conduct effective interviews to better understand the context of the problem to solve in order to deliver the best possible solution.
• Explain designs and constraints to stakeholders, writing requirements/user stories for software development teams.
• Develop communication material, value props and high-level strategic justification to help explain product value both internally and externally.
• Provide insight to stakeholders on product and market.
• Understand, research, and follow trends in industry and in general.
• Maintain and prioritize the product backlog.
• Work with engineering, QA, professional services, and technical operations during design and implementation to shape the technical feature set and usability of the product and ensure the highest quality products delivered on-time, on budget and with superior performance and support.
• Participate in daily scrum meetings, planning, reviews and retrospective.
• Accountable for and skilled in feature breakouts and user story breakdowns.
• Act as a coach to the team to lead best practices in feature breakout and story breakdowns to ensure that requirements are complete and ready for development.
• Build effective relationships with leadership, cross-functional teams, and clients.
• Help the team remove obstacles, focus, and prioritize work to achieve milestones.
• Supports advisory boards, user groups and client feedback as needed.
• Assist demo team and RFP team as needed.

Recruitment

• Serve as trusted advisor to hiring teams, providing insights on market trends and best practices.
• Build strong partnerships with hiring managers to understand their team culture and define what success looks like for new hires.
• Develop a deep knowledge of our business and the digital health industry.
• Keep managers and HR partners updated on the status of open roles and share insights to help us meet our hiring goals.
• Manage the full-cycle recruiting process, from reviewing resumes to screening candidates and presenting top talent to hiring managers.
• Create a positive and supportive experience for every candidate.
• Lead post-interview feedback sessions to help teams make informed hiring decisions.
• Keep clear and organized records of all recruiting activities.
• Analyze hiring data to identify trends and create reports for business leaders.
• Utilize Ai tools to better automate end to end recruitment process

Talent Acquisition Consultant

Project Manager

• Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world.
• Drive execution of small to medium projects, ensuring commitments delivered on time, within scope, to budget, and to required quality standards.
• Proactively work with project team and stakeholders to ensure solutions achieved business/contractual obligations and client satisfaction.
• Delivers projects on schedule and within budget as specified by project plans.
• Ensures the use of appropriate processes and standards throughout the project lifecycle.
• Manages project risks through prioritization, planning, up to delivery.
• Defines a communication plan suitable to the project size and importance.
• Ensures that the project scope is clearly defined and documented at the onset of the project.
• Manages scope changes and change requests escalating internally and externally as necessary impacts on costs, schedules, and deliverables.
• Anticipates and communicates the impact of project decisions and actions on client commitments / expectations.
• Creates and monitors risk logs and actively mitigates all risks.
• Demonstrates project control through disciplined measurement, assessment, planning, and reporting.
• Establishes trusted relationships with the project team, key influencers/stakeholders, and executive leadership.
• Consistently completes project status and reporting, both written and via meetings, as appropriate.
• Builds relationships across organizational functions at various levels including decision makers.
• Motivates the team to drive toward success and find ways to overcome difficulties.
• Shares and encourages others to share and use the lessons learned from project.
• Identifies, suggests, and implements improvements to processes.