Technical Account Manager (Integrated Care)

The Technical Account Manager’s (TAM) key objectives are to proactively enhance the quality of service and to help clients better leverage the Long-Term & Post-Acute Care and Acute & Payer solutions. Teamed with the Customer Success Manager and the Support Team, the TAM acts as a technical liaison between the client and the organization, facilitating the communication, advocating on client’s behalf, and ensuring the right stakeholders are engaged in any project, communication and decision making. They are strong members of the Customer Support organization and report to the Manager, Technical Account Management

Key Responsibilities:

· Understanding client’s business and technical requirements

· Proactively identifying and driving improvements that increase stability and scale of technical infrastructure

· Proactive, solution-oriented problem solving, ensuring effective platform adoption

· Conducting periodic meetings in conjunction with the Customer Success Manager to ensure on-going satisfaction and to maintain visibility of any technical projects
Providing answers to customer inquiries and managing a diverse and complex scope of support issues that go beyond help Desk questions
· Using a deep understanding of the customer’s build to anticipate downstream impacts of changes and proactively mitigate risk associated with updates or changes

· Developing action plans in collaboration with Customer Success Manager

· Helping to identify opportunities to improve/optimize existing processes

· Identifying and analyzing underlying trends and helping with root cause analysis

· Acting as a direct point of escalation for high impact Support cases and/or projects

· Ensuring clients have early visibility into product releases and roadmap

· Providing customer feedback and potential opportunities to relevant internal groups

· Proven work experience in a TAM, Project Manager or similar client facing role

· Experience dealing with large customers and complex support issues

· Strong customer orientation and service skills

· Proven ability to build rapport, trust, and respect with customer contacts at any level – from tactical to executive

· Solid technical background with hands on experience in digital technologies

· In-depth knowledge of the healthcare industry

· An ability to grasp customers' business objectives

· Engaged, pro-active and driven

· Excellent verbal and written communication skills

· Strong presentation skills

· Strong analytical and problem-solving skills

· Team player and able to work independently without supervision

· Ability to influence, coordinate and interact internal and external stakeholders