Technical Account Manager
2 weeks ago
This is a remote position and can be located anywhere in Canada.
AS THE WORLD MOVES TO FHIR, THERE ARE PLENTY OF REASONS TO SMILE.
Smarter decisions, fewer barriers, and better incentives are just the beginning. Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.
We reduce barriers between information and care for those who deliver or consume health services and products and whose roles or care are hindered by fractured, inaccessible or complex information systems.
Let’s make a difference
BE PART OF THE TEAM WORKING TOWARDS #BETTERGLOBALHEALTH
The Technical Account Manager (TAM) is a customer-facing technical expert who acts as a single point of contact for our managed service client to ensure the successful deployment and adoption of Smile DH’s products and services. The TAM is responsible for providing technical support, account management and customer success by proactively working with the client to understand their technical needs and help them achieve their desired outcomes.
**Responsibilities**:
- Building and maintaining strong relationships with customers to understand their technical needs and ensure their satisfaction, maintain quality service and documentation.
- Acting as a liaison between the customer and internal technical teams to coordinate product deployments, resolve technical issues, and ensure product adoption.
- Monitoring customer usage and performance to identify areas for improvement and proactively address potential issues.
- Providing regular account management and status updates to both the clients and internal parties. Collaborating with cross-functional teams, including sales, marketing, and product management, to ensure client success.
- Facilitating clients feedback to support product innovation and development.
- Ensuring customer compliance with company policies and procedures.
- Support the negotiating and management of client managed services agreements and service levels in collaboration with the Business Operations team.
- As required, provide support to the manager with the tracking of service agreements, ensuring that contracts are budgeted for renewals.
- Execute and manage special projects as needed within Cloud Service team
- Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized.
- Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
**Requirements**:
- 8+ years of experience in the IT healthcare industry with a focus on customer-facing roles, project management, integration and IT cloud services.
- Demonstrated success collaborating with others on client-facing business development, engagement delivery and practice development.
- Post-secondary education in a related area of study such as Computer Science/ Information Technology) or equivalent level of experience.
- Experience and understanding of Cloud, Data Center & Hosting services are highly preferred.
- Experience in taking care of complex problems and quick turnaround requirements in a fast paced environment.
- Excellent interpersonal, verbal and written communication skills along with analytical problem-solving ability.
- Ability to define and negotiate priorities among partners ensuring successful delivery on commitments made.
- It is an asset to have knowledge of healthcare information protocols and standards such as HL7, FHIR, ITIL, Agile methodology.
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