Technical Account Manager

🕒 September 8

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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Smile Digital Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

💼 Consulting

📦 Logistics

📣 Marketing

💰 $30M Series B on 2023-01

Consulting • Logistics • Marketing

Smile Digital Health is a company specializing in healthcare data interoperability and health IT solutions. Their Smile Health Data Platform enables efficient data ingestion and transformation into FHIR resources, enhancing clinical decision-making and business intelligence. Focused on compliance and security, Smile Digital Health offers services such as prior authorization automation, standardizing data exchange, and supporting healthcare providers, payers, and health information exchanges with customizable and scalable solutions.

📋 Description

• Serve as the primary post-sales point of contact and trusted advisor throughout the customer lifecycle • Lead technical implementations, onboarding, integration, renewals, and continued sales opportunity identification • Oversee resource allocation and tracking of technical resources across customer engagements • Manage customer feedback and ensure seamless implementation and integration of products and services • Maintain visibility into the sales pipeline and prepare transitions into implementation • Collaborate with Agile Leads to coordinate delivery methodologies, timelines, and customer expectations • Manage engagement budgets, forecasts, project financials, and agreed financial parameters • Support creation and negotiation of Statements of Work and other contractual documents • Identify and drive upsell opportunities within existing customer accounts • Develop deployment plans aligned with customer expectations and objectives • Oversee escalated customer issues and ensure proactive communication and timely resolution • Facilitate customer meetings and reviews covering project status, milestones, and deliverables • Drive positive customer experience, satisfaction, and retention • Support development and updating of enablement tools and resources • Maintain current technical and industry knowledge and understanding of customer business objectives

🎯 Requirements

• 5-7+ years of experience in a technical software delivery role such as technical account management, customer success, or similar role with a strong technical delivery component • Post-secondary education in a technical program, business administration and/or equivalent work experience • Previous experience in resource management, financial oversight, and contract/SOW creation • Proven ability to identify and drive upsell opportunities within existing customer relationships • Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts • Strong communication, presentation, and negotiation skills, with the ability to engage technical and executive-level customer stakeholders • Experience collaborating cross-functionally with sales, implementation, product, and technical teams • Proven track record managing multiple customer accounts simultaneously • Experience with healthcare technology, interoperability, and familiarity with healthcare standards such as FHIR and HL7 is highly preferred • Ability to travel up to approximately 25%

🏖️ 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 • Diversity, equity, and inclusion-focused workplace • Interview and workplace accommodations