Technical Account Manager – US

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

📋 Description

• Manage assigned customer accounts throughout the entire lifecycle, focusing on technical account management and customer success.

• Oversee customer onboarding and implementation processes, which include solution deployment, configuration, integrations, and coordination of technical activities.

• Act as the main point of contact for designated customers, establishing trusted relationships with technical, operational, and business stakeholders.

• Enhance customer adoption and value realization by comprehending workflows and needs, monitoring usage and engagement, and pinpointing opportunities for improvement.

• Take responsibility for account health and proactively handle risks through early identification of issues and development of mitigation plans.

• Supervise system performance and product usage to ensure optimal system operation and user experience.

• Coordinate the resolution of technical issues with Support, Product, and R&D teams.

• Offer hands-on technical support, troubleshooting, investigation, and guidance on system usage.

• Collaborate across departments with Product, R&D, and Sales to ensure customer success and enhance customer experience.

⛳️ Requirements

• Bachelor’s or Master’s degree.

• Minimum of 3 years of hands-on experience in a Technical Account Manager, Technical Implementation Manager, or a similar customer-facing technical role within Digital Pathology, IMS, EHR, or healthcare IT.

• Demonstrated experience managing the complete customer lifecycle, from technical engagement and implementation through to go-live, stabilization, adoption, ongoing success, and growth.

• Proven ability to manage customer relationships and account health, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention.

• Familiarity with Digital Pathology workflows and integrations is preferred.

• Established capability to lead change in clinical settings, including facilitating the transition from analog to digital workflows.

• Exceptional relationship-building, communication, and presentation skills, with the ability to engage with senior and C-suite hospital stakeholders and convey technical and clinical value.

• Understanding of cloud-based solutions and IT infrastructure.

• Knowledge of healthcare data privacy and compliance (HIPAA).

• Hands-on, proactive, and highly collaborative approach.

• Excellent written and verbal communication skills in English.

• Proficiency in additional languages is preferred.

• Must be based in the US.

• Availability to work during US Eastern Time Zone hours.

🏝️ Benefits

• Approximately 25% travel availability.

• Equal opportunity employer dedicated to fostering a friendly, inclusive environment.

• Remote work arrangement.