Note: The job is a remote job and is open to candidates in USA. Smile Digital Health develops FHIR-based health data liberation and data management solutions for healthcare stakeholders. The Technical Account Manager serves as the primary post-sales liaison for assigned customers, managing relationships throughout the customer lifecycle, coordinating implementations and resources, overseeing financial and contractual matters, and driving customer satisfaction, renewals, and growth opportunities.
Responsibilities
- Collaborating closely with the Sales team, serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing and throughout the entire customer lifecycle, including technical implementations, renewals, and identifying continued sales opportunities
- Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements
- Manage and oversee customer onboarding, customer feedback, ensuring seamless implementation and integration of products/services into existing systems
- Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases
- Collaborate closely with Agile Leads to support Agile delivery methodologies and coordinate the implementation, timelines, and customer expectations
- Manage the financial aspects of customer engagements, including budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters
- Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders
- Identify and drive additional sales and upsell opportunities within existing customer accounts, working closely with the sales to achieve revenue targets
- Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives
- Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution
- Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables
- Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention
- Support the development and update of enablement tools and resources, as needed
- Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success
Skills
- 5-7+ years of experience in a technical software delivery role such as, technical account management, customer success or similar role with a strong technical delivery component
- Post-secondary education in a technical program, business administration and/or equivalent work experience
- Previous experience in resource management, financial oversight, and contract/SOW creation
- Proven ability to identify and drive upsell opportunities within existing customer relationships
- Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts
- Strong communication, presentation, and negotiation skills, with the ability to effectively engage technical and executive-level customer stakeholders
- Experience collaborating cross-functionally with sales, implementation, product, and technical teams
- Proven track record in managing multiple customer accounts simultaneously, ensuring consistent customer success outcomes
- Ability to travel up to 25% approximately
- Experience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7), is highly preferred
Benefits
- Remote Work Environment
- Flexible Time Away From Work Policy including PTO, Personal and Sick Days
- Health/Medical Benefits
- RRSP/TFSA/401K Employee Contribution
- Life and Disability
- Employee Assistance Program
- FHIR Study Program and Skillsoft Learning
- Super HAPI Fun Club
Company Overview
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