Technical Account Manager II

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

📋 Description

• Take ownership of the post-implementation client relationship for a designated portfolio of healthcare and telehealth partners, acting as their primary technical advisor and escalation point.

• Facilitate quarterly business reviews (QBRs) — showcasing usage data, platform performance, and forward-looking recommendations that align with each partner's care delivery objectives.

• Monitor account health metrics (adoption rates, ticket trends, escalation frequency) and proactively engage with at-risk accounts before any issues arise.

• Promote platform adoption by pinpointing underutilized features and converting them into tangible value for clients.

• Collaborate with Client Success on renewal and expansion discussions, providing technical insights, risk assessments, and identifying growth opportunities.

• Convert complex client workflows and integration needs into structured, prioritized product feedback for Engineering and Product teams.

• Act as the initial point of diagnosis for partner-reported issues affecting patient scheduling, intake, or care delivery — resolving independently within your technical expertise and escalating to the relevant teams as necessary.

• Examine, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and preventive measures.

• Maintain clear and proactive communication regarding issue status and resolution timelines to foster partner confidence.

• Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention efforts.

• Identify recurrent problems and collaborate with internal teams to implement systemic solutions and platform enhancements.

• Keep internal support documentation updated and assist with testing new features or workflows to identify risks before they impact clients.

• Collaborate with Implementation, Client Success, Product, and Engineering teams to ensure seamless onboarding and dependable platform performance.

⛳️ Requirements

• Bachelor's degree in Computer Science, Business Administration, or a related field is preferred.

• 3–5 years of experience managing technical accounts in healthcare, telehealth, or SaaS, with a proven record of retention and expansion results.

• Demonstrated ability to independently diagnose and resolve complex integration or workflow issues, with a documented root cause and prevention strategy.

• Strong understanding of patient-facing workflows, including scheduling, intake, and clinician matching.

• Comfortable presenting to director- and VP-level stakeholders, including leading structured QBRs with data-driven insights and clear recommendations.

• Experience in defining and tracking account success metrics — such as adoption rates, time-to-value, and ticket volume trends.

• Proficient in translating technical constraints into layman's terms for clients, and client needs into actionable requirements for internal teams.

• Exceptional written and verbal communication skills — calm, empathetic, and straightforward under pressure.

• Experience in coding (JavaScript, Python, HTML) or a foundational understanding of software engineering is highly desirable.

• Familiarity with FHIR, HL7, and REST, SOAP, or GraphQL API integrations — preferably within a healthcare or EHR context.

• Knowledge of HIPAA regulations and best practices for handling PHI.

• Experience with workflow optimization or process improvement initiatives is a plus.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more