Technical Account Manager – US

Job not on LinkedIn

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 10%

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Ibex Medical Analytics

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

🧬 Biotechnology

💰 $10M Debt Financing on 2022-11

Healthcare • Artificial Intelligence • Biotechnology

Ibex Medical Analytics is pioneering AI-based cancer diagnostics in pathology. The company addresses the challenges faced by pathologists in providing accurate and timely cancer diagnoses amidst increasing workloads and growing diagnostic complexities due to rising cancer prevalence and advances in personalized medicine. Through its Galen™ platform, which employs artificial intelligence and machine learning, Ibex develops clinical-grade algorithms and digital workflows that help in the detection of cancer with accuracy comparable to human pathologists. Galen is notable for being the first AI-powered cancer diagnostics platform used in routine clinical practice, aimed at improving diagnostic quality and efficiency across pathology labs worldwide. The team consists of a diverse mix of entrepreneurs, data scientists, software engineers, and medical experts dedicated to transforming cancer diagnosis and enhancing patient care.

📋 Description

• Own assigned customer accounts end-to-end across technical account management and customer success throughout the customer lifecycle • Lead customer onboarding and implementation, including solution deployment, configuration, integrations, and coordination of technical activities • Serve as the primary point of contact for assigned customers and build trusted relationships with technical, operational, and business stakeholders • Drive customer adoption and value realization by understanding workflows and needs, monitoring usage and engagement, and identifying improvement opportunities • Own account health and proactively manage risks through early issue identification and mitigation plans • Monitor system performance and product usage to optimize system operation and user experience • Coordinate technical issue resolution with Support, Product, and R&D • Provide hands-on technical support, troubleshooting, investigation, and guidance on system usage • Collaborate cross-functionally with Product, R&D, and Sales to drive customer success and improve customer experience

🎯 Requirements

• Bachelor’s or Master’s degree • 3+ years of hands-on experience as a Technical Account Manager, Technical Implementation Manager, or similar customer-facing technical role within Digital Pathology, IMS, EHR, or healthcare IT • Proven experience owning the full customer lifecycle, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth • Experience managing customer relationships and account health, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention • Experience with Digital Pathology workflows and integrations preferred • Proven ability to lead change in clinical environments, including supporting the transition from analog to digital workflows • Strong relationship-building, communication, and presentation skills, with the ability to engage senior and C-suite hospital stakeholders and communicate technical and clinical value • Knowledge of cloud-based solutions and IT infrastructure • Knowledge of healthcare data privacy and compliance (HIPAA) • Hands-on, proactive, and highly collaborative • Excellent written and verbal English • Additional languages preferred • US-based • Availability during US Eastern Time Zone hours

🏖️ Benefits

• ~25% travel availability • Equal opportunity employer committed to a friendly, inclusive environment • Remote work arrangement