Note: The job is a remote job and is open to candidates in USA. Pulselight provides configurable SaaS analytics and workflow solutions that help state and federal health and human services agencies improve program integrity, oversight, and health outcomes. The Senior Technical Account Manager serves as the strategic partner for enterprise customers, leading solution delivery, adoption, value realization, renewals, and account growth while managing stakeholders and solving customer challenges.
Responsibilities
- Serve as the primary relationship owner and advisor for assigned enterprise customers, building trusted relationships with executive sponsors, operational leaders, and stakeholders
- Develop and execute account success plans that align customer priorities with Pulselight capabilities and business objectives
- Maintain a deep understanding of each customer's mission, organization, strategic initiatives, priorities, technology landscape, funding environment, and operational challenges
- Owns overall health of customer relationships by proactively identifying risks and opportunities related to implementation success, adoption, satisfaction, retention, and growth
- Provide regular account health updates to company leadership, sharing customer sentiment, implementation status, adoption metrics, strategic risks, and expansion opportunities
- Guide customers through the complete SaaS solution lifecycle including discovery, data acquisition, configuration, validation, training, launch, and optimization
- Coordinate cross-functional resources to implement and deliver customer solutions while balancing schedule, scope, priorities, customer expectations, and contract commitments
- Proactively identify, manage, and communicate risks and dependencies throughout implementation and ongoing operations. Define mitigation plans and track to resolution
- Help align Pulselight product capabilities with the customer organization and business processes and identify opportunities for customer workflow changes to drive business value
- Partner with Pulselight's training team to build and execute training and onboarding plans
- Drive sustained product adoption by partnering with customer leaders to remove barriers, support organizational change, and improve user engagement
- Establish and monitor customer success measures including adoption, utilization, customer satisfaction, outcomes and realized business value
- Conduct periodic business reviews with executive sponsors to review success measures, business value, account health, priorities, and opportunities for partnership growth
- Identify opportunities to expand Pulselight solution footprint within existing and adjacent customer agencies, partnering with Sales to develop and advance pursuit strategies
- Translate customer challenges and synthesize user feedback into product recommendations
- Capture lessons learned and share success strategies, implementation approaches, and best practices with the organization
Skills
- Legally authorized to work in the United States without employer sponsorship
- Bachelor's degree or equivalent professional experience
- 15+ years of experience managing enterprise SaaS B2B customer relationships, including account management, customer success, solution delivery, or other customer-facing leadership roles
- Demonstrated success guiding configurable enterprise SaaS products through implementation, launch, adoption, optimization, renewal, and account growth
- Experience serving as the primary advisor for complex enterprise B2B customers involving executive stakeholders, cross-functional teams, and long implementation lifecycles
- Experience delivering analytics, decision support, workflow or other configurable SaaS platforms
- Proven ability to build trusted relationships with executive sponsors while remaining hands-on in customer delivery and problem solving
- Strong business and financial acumen, including the ability to understand customer priorities, funding strategies, procurement processes, operational performance, and ROI
- Experience identifying and developing opportunities to expand existing customer relationships through consultative engagement
- Excellent communication, facilitation, negotiation, presentation, and problem-solving skills
- Ability to influence cross-functional teams without direct authority and exercise sound judgment in complex customer situations
Benefits
- 100% Remote work arrangement
- Medical insurance
- Dental insurance
- Vision insurance
- Company-paid life insurance
- Company-paid disability insurance
- 401(k) plan with company match
- Vacation travel stipend
- Generous PTO plan
Company Overview