Technical Account Manager II

🔥 13 hours ago

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OpenLoop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 $15M Series A - OpenLoop Health on 2023-03

SaaS • B2B • Enterprise

OpenLoop is a white-label telehealth platform and managed services provider that helps organizations launch and scale virtual care programs. It combines SaaS-based, brandable technology (scheduling, booking, payments, EHR/API integrations) with clinical staffing, credentialing, payer coverage and RCM, regulatory/legal support, and 24/7 patient support. OpenLoop serves health plans, hospitals and health systems, retailers, employers and digital health companies with AI-powered operations, a nationwide clinician network and broad insurance coverage including Medicare and Medicaid.

📋 Description

• Own the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalation. • Lead quarterly business reviews (QBRs) — presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goals. • Monitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surface. • Drive platform adoption by identifying underutilized capabilities and translating them into tangible client value. • Collaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunities. • Translate complex client workflows and integration requirements into structured, prioritized product feedback for Engineering and Product teams. • Serve as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery — resolving independently within your technical competency and escalating to appropriate teams as required. • Investigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention plan. • Maintain clear, proactive communication on issue status and resolution timelines to build partner confidence. • Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention. • Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements. • Maintain internal support documentation and assist with testing new features or workflows to surface risk before client impact. • Partner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performance.

🎯 Requirements

• Bachelor's degree in Computer Science, Business Administration, or related field preferred. • 3–5 years managing technical accounts in healthcare, telehealth, or SaaS — with a demonstrable track record of retention and expansion outcomes. • Proven ability to diagnose and resolve complex integration or workflow issues independently, with documented root cause and prevention. • 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 and clear recommendations. • Experience defining and tracking account success metrics — adoption rates, time-to-value, ticket volume trends. • Skilled at translating technical constraints into non-technical language for client audiences, and client needs into actionable requirements for internal teams. • Excellent written and verbal communication — calm, empathetic, and direct under pressure. • Experience in coding (JavaScript, Python, HTML) or a foundational understanding of software engineering is highly preferred. • Working knowledge of FHIR, HL7, and REST, SOAP, or GraphQL API integrations — ideally in a healthcare or EHR context — is preferred. • Knowledge of HIPAA and best practices for handling PHI. • Exposure to workflow optimization or process improvement initiatives.

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance, Pet insurance, and more