Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main post-sales contact and a trusted advisor throughout the entire customer lifecycle.

• Spearhead technical implementations, onboarding, integrations, renewals, and the identification of ongoing sales opportunities.

• Supervise the allocation of resources and monitor technical resources across customer engagements.

• Manage customer feedback and ensure the smooth implementation and integration of products and services.

• Keep track of the sales pipeline and facilitate transitions into implementation.

• Work in conjunction with Agile Leads to synchronize delivery methodologies, timelines, and customer expectations.

• Oversee engagement budgets, projections, project financials, and established financial parameters.

• Assist in the creation and negotiation of Statements of Work and other contractual documents.

• Identify and pursue upsell opportunities within current customer accounts.

• Develop deployment strategies that align with customer expectations and objectives.

• Manage escalated customer issues and ensure proactive communication and timely resolutions.

• Organize customer meetings and reviews to discuss project status, milestones, and deliverables.

• Foster a positive customer experience, satisfaction, and retention.

• Contribute to the development and updating of enablement tools and resources.

• Stay updated on technical and industry knowledge, understanding customer business objectives.

⛳️ Requirements

• 5-7+ years of experience in a technical software delivery role such as technical account management, customer success, or a similar position with a strong technical delivery focus.

• Post-secondary education in a technical field, business administration, and/or equivalent professional experience.

• Previous experience in resource management, financial oversight, and the creation of contracts/SOW.

• Demonstrated ability to identify and capitalize on upsell opportunities within existing customer relationships.

• Comprehensive knowledge and experience with Agile methodologies (Scrum, Kanban), especially in software and technology implementation settings.

• Exceptional communication, presentation, and negotiation skills, capable of engaging with both technical and executive-level customer stakeholders.

• Experience working collaboratively across sales, implementation, product, and technical teams.

• Proven history of managing multiple customer accounts at the same time.

• Experience in healthcare technology, interoperability, and familiarity with healthcare standards such as FHIR and HL7 is highly desirable.

• Willingness to travel up to approximately 25% as needed.

🏝️ Benefits

• Remote Work Environment.

• Flexible Time Away From Work Policy including PTO, Personal and Sick Days.

• Competitive Salary and Health/Medical Benefits.

• RRSP/TFSA/401K Employee Contribution.

• Life and Disability Insurance.

• Employee Assistance Program.

• FHIR Study Program and Skillsoft Learning.

• Super HAPI Fun Club.

• A workplace focused on diversity, equity, and inclusion.

• Accommodations for interviews and the workplace.