Technical Account Manager

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.
• Responsible for the development, implementation & control of cloud service processes and procedures.
• Responsible for client relationships, and create best practices for the cloud service team; and 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.
• Facilitating clients feedback to drive product innovation and development.
• Ensuring customer compliance with company policies and procedures.
• Negotiate and manage all vendor services, client managed services agreements and service levels in collaboration with the management team.
• Providing regular account management and status updates to both the clients and internal stakeholders.
• Collaborating with cross-functional teams, including sales, marketing, and product management, to ensure client success.
• Lead all aspects of team finances, ensuring through the budgeting process that service agreements and contracts are budgeted for renewals.
• Execute and manage special projects as needed within the Cloud Services 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**

• Bachelor of Science in related discipline(i.e Computer Science and Information Technology) or advanced degree or equivalent combination of education. MBA or Masters in a related field is preferred.
• 10+ years of experience in the Health IT industry with a focus on project management, integration, and leading sophisticated IT cloud service.
• 2+ years in an IT management role is preferred.
• Experience and understanding of Cloud, Data Center & Hosting services.
• Expertise in taking care of complex problems and quick turnaround requirements in a fast paced environment.
• Demonstrated knowledge and a record of success, leading and collaborating with middle and senior management on client-facing business development, engagement delivery, practice development, and thought leadership engagements.
• An ability to inspire individuals and teams to change and improve.
• Excellent communication skills, both written and verbal, with the ability to communicate and influence effectively at all levels of the organization.
• Ability to develop and maintain strong relationships with all partners in the organization in both IT and the business.
• Ability to define and negotiate priorities among partners ensuring successful delivery on commitments made.
• Exceptional analytical problem-solving ability.
• Highly self-motivated and willing to learn, explore, and be innovative.
• Financial experience with budgeting, business case development, and understanding of IT contracts is a strong asset.
• Experience working with healthcare information protocols and standards such as HL7, FHIR is preferred.
• ITIL V4 Foundations certification, Agile methodology experience or training, PMP certification, healthcare industry experience, and cloud certification is preferred.