Technical Account Manager (Integrated Care)

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

Your Key Strengths

• 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…