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Technical Account Manager - Remote United States

Smile Digital Health
Remote, USA
Full-time
Senior · 5+ years experience
Remote
USD 110000-130000 yearly / year
Discovered 1 months ago
FHIRHL7ScrumKanban

Full Job Posting

  • Collaborating closely with the Sales team, serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing and throughout the entire customer lifecycle, including technical implementations, renewals, and identifying continued sales opportunities.
  • Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements.
  • Manage and oversee customer onboarding, customer feedback, ensuring seamless implementation and integration of products/services into existing systems.
  • Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases.
  • Collaborate closely with Agile Leads to support Agile delivery methodologies and coordinate the implementation, timelines, and customer expectations.
  • Manage the financial aspects of customer engagements, including budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters.
  • Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders.
  • Identify and drive additional sales and upsell opportunities within existing customer accounts, working closely with the sales to achieve revenue targets.
  • Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives.
  • Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution.
  • Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables.
  • Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention.
  • Support the development and update of enablement tools and resources, as needed.
  • Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success.
  • 5-7+ years of experience in a technical software delivery role such as, technical account management, customer success or similar role with a strong technical delivery component.
  • Post-secondary education in a technical program, business administration and/or equivalent work experience.
  • Previous experience in resource management, financial oversight, and contract/SOW creation.
  • Proven ability to identify and drive upsell opportunities within existing customer relationships.
  • Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts.
  • Strong communication, presentation, and negotiation skills, with the ability to effectively engage technical and executive-level customer stakeholders.
  • Experience collaborating cross-functionally with sales, implementation, product, and technical teams.
  • Proven track record in managing multiple customer accounts simultaneously, ensuring consistent customer success outcomes.
  • Experience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7), is highly preferred.
  • Ability to travel up to 25% approximately.

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