Note: The job is a remote job and is open to candidates in USA. Optimum Healthcare IT provides healthcare information technology services and is seeking a Technical Account Manager, Managed Services to own relationships across a portfolio of managed services clients. The role coordinates service delivery, client communications, reporting, renewals, account health, and expansion opportunities while partnering with internal technical teams and managing client requests through Jira Service Management.
Responsibilities
- Own the day-to-day relationship for an assigned portfolio of Managed Services clients, serving as their consistent, trusted point of contact
- Manage multiple client accounts simultaneously, juggling competing deadlines, deliverables, and priorities without dropping detail
- Conduct regular cadence calls, check-ins, and Quarterly Business Reviews (QBRs) to review service performance, satisfaction, and upcoming needs
- Prepare and deliver clear, accurate client-facing reports on service performance, ticket trends, and account status on a recurring schedule
- Track and manage account status, open items, renewals, and action logs in a highly organized, proactive manner — nothing falls through the cracks
- Identify opportunities for account growth, additional services, or contract expansion, and partner with sales/leadership to pursue them
- Coordinate with internal Managed Services and technical teams to relay client needs, escalate issues, and confirm resolution — without needing to solve technical issues personally
- Translate service reports, ticket summaries, and SLA metrics into clear, client-friendly updates and business reviews
- Manage contract renewal timelines and deadlines, supporting pricing/scope discussions in partnership with the PMO and account leadership
- Monitor overall client satisfaction and health, flagging at-risk accounts early and building action plans to address concerns
- Maintain accurate, up-to-date account documentation, contacts, and history within CRM/PSA systems
- Support onboarding of new Managed Services clients, ensuring a smooth transition from implementation into ongoing support
- Use Jira Service Management (JSM) as the system of record for managing client-specific requests, tickets, and service items on the MSP side — creating, tracking, and following items through to closure, and ensuring queues for assigned accounts stay current and accurate
Skills
- Bachelor's degree in Business, Communications, Healthcare Administration, or related field, or equivalent professional experience
- 3+ years of experience in account management, client success, or relationship management, ideally within a services or IT-enabled business
- Exceptional organizational and time-management skills, with a proven track record of managing multiple clients, deadlines, and recurring reports simultaneously
- Strong interpersonal and communication skills, with a track record of building lasting client relationships
- Demonstrated ability to identify and act on account growth or expansion opportunities
- Comfortable working with basic technical and service data (SLAs, ticket trends, reports) without requiring a deep technical background
- Working knowledge of Jira Service Management (JSM) or a comparable ITSM/ticketing platform, with the ability to manage and track client requests through the tool day-to-day
- Experience in healthcare IT, healthcare services, or another regulated services industry
- Hands-on experience with Jira Service Management (JSM) specifically, including queues, SLAs, and reporting
- Familiarity with CRM and PSA platforms (e.g., Salesforce, HubSpot, ConnectWise, Autotask)
- Account management or customer success certification (e.g., CCXP, SAMA)
- Experience supporting contract renewals or working alongside sales teams on expansion opportunities
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