Technical Account Manager

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

📋 Description

• Act as the main implementation lead and operational owner for designated customer accounts post-contract execution, orchestrating all Smile customer delivery activities across implementation, operational support functions, renewals, and identifying ongoing sales prospects.

• Collaborate closely with Resource Management to manage project resource responsibilities, encompassing resource allocation and tracking of technical resources across customer engagements.

• Spearhead customer onboarding, implementation delivery, operational readiness, and deployment coordination, ensuring effective integration of Smile solutions into customer environments.

• Keep track of the sales pipeline, proactively preparing for new opportunities approaching contract closure, and ensuring smooth transitions into implementation phases.

• Coordinate cross-functional implementation efforts involving Product, Engineering, Support, Sales Account Management, and Delivery teams to guarantee alignment on priorities, timelines, risks, dependencies, and customer expectations.

• Monitor the financial health of customer engagements, ensuring alignment of implementation scope, forecasting inputs, and operational delivery impacts to support successful customer outcomes and business performance.

• Assist in the creation and negotiation of Statements of Work (SOWs) and other contractual documents in conjunction with sales, legal, and technical stakeholders.

• Collaborate with Sales Account Management to foster customer growth opportunities, renewals, and strategic account planning while maintaining a primary focus on effective customer delivery and operational execution.

• Work closely with technical cross-functional teams to ensure an efficient deployment plan that aligns with customer expectations and goals.

• Manage critical customer issues that escalate into problem management, guaranteeing proactive communication and timely resolution.

• Oversee implementation governance activities, including customer operational reviews, risk identification, issue escalation, milestone tracking, and executive communication for assigned customer accounts.

• Ensure that customer implementation risks, product gaps, delivery challenges, and operational concerns are proactively identified, documented, communicated, and escalated through the appropriate Smile governance channels.

• Coordinate the Smile Customer Care Team for assigned customers, which includes Sales Account Managers, Product Managers, Support, Engineering, and Delivery resources, ensuring alignment and accountability across all customer-facing operational activities.

• Facilitate regular customer meetings and reviews to ensure transparency and alignment on project status, milestones, and deliverables.

• Maintain a consistent and positive customer experience by proactively addressing concerns and ensuring high levels of customer satisfaction and retention.

• Assist in the development and updating of enablement tools and resources as required.

• Ensure thorough and current technical knowledge of market and industry trends alongside a deep understanding of customer business goals and objectives to promote customer success.

• Ensure that implementations are conducted in accordance with Smile delivery governance standards, which include proactive communication, issue escalation, stakeholder coordination, risk management, and implementation accountability.

⛳️ Requirements

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

• Post-secondary education in a technical program, business administration, or equivalent work experience.

• Prior experience in resource management, financial oversight, and contract/SOW creation.

• Strong customer relationship management and operational leadership skills with the ability to coordinate cross-functional teams and achieve successful implementation outcomes.

• Experience in leading complex customer implementations or enterprise software delivery engagements that involve multiple internal and customer stakeholder groups.

• Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts.

• Strong operational communication, executive-level customer engagement, risk management, and escalation management skills.

• Exceptional communication, presentation, and negotiation skills, with the ability to engage effectively with both technical and executive-level customer stakeholders.

• Experience collaborating across functions with sales, implementation, product, and technical teams.

• Proven success in managing multiple customer accounts at the same time, ensuring consistent customer success outcomes.

• Experience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7) is highly preferred.

• Willingness to travel up to 25% of the time.

🏝️ 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

• Employee Assistance Program

• FHIR Study Program and Skillsoft Learning

• Super HAPI Fun Club