Technical Account Manager- Healthcare

About the Role

Key Responsibilities

• Act as the primary technical point of contact for assigned clients, developing and maintaining long-term support relationships.
• Understand customer needs, suite of solutions, complex setup and business model.
• Serve as the voice of the customer internally, advocating for their needs and ensuring high levels of satisfaction.
• Advocate on the customers behalf for enhancements or improvements.
• Build relationships with the customer's technical teams through active engagement.
• Provide ongoing support and proactive solutions to technical issues, ensuring minimal disruption to the client's operations.
• Advise clients on best practices and product usage.
• Provide hands-on troubleshooting, root-cause analysis, and technical recommendations for improvement.
• Educate customers about new features, functionalities, and updates to the product or service.
• Work with internal teams (engineering, sales, product, etc.) to ensure client needs are met on time and effectively.
• Manage expectations and set clear timelines for deliverables.
• Oversee all customer cases ensuring forward momentum and resolution of issues.
• Act as the escalation point for unresolved technical issues and collaborate with engineering teams to resolve complex problems.
• Maintain thorough documentation of customer interactions, technical support cases, and resolutions.
• Generate reports on performance, system health, and key metrics for internal teams and customers.
• Ensure compliance with company policies, procedures, and HIPAA requirements.

Requirements

• Typically requires 3+ years in technical support, customer success, or account management role in a related industry.
• In-depth knowledge of the company's products, services, and technologies.
• Excellent interpersonal skills and ability to build strong customer relationships.
• Strong troubleshooting and analytical skills to resolve complex issues.
• Exceptional verbal and written communication skills.
• Strong organizational skills and experience managing multiple tasks and projects.
• Ability to work effectively with cross-functional teams including engineering, sales, and product.
• Proactive attitude with a strong sense of ownership and accountability.
• Strong understanding of SaaS or enterprise-level technologies.
• Experience working with C-level executives and technical teams.
• Bachelor's degree in computer science, information technology, or relevant work experience.

Nice to Have

• Experience working in healthcare or healthcare-related industries.
• Knowledge of HIPAA compliance and data security standards.
• Experience with customer success tools and CRM systems.

Qualifications

• Bachelor's degree in computer science or information technology, or relevant work experience.

Benefits & Perks

• Not explicitly specified in the description.