[Remote] Technical Account Manager (Integrated Care)
Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. The Technical Account Manager (TAM) will enhance service quality and help clients leverage healthcare solutions, acting as a technical liaison and ensuring effective communication and project management.
Responsibilities
- Understanding client’s business and technical requirements
- Proactively identifying and driving improvements that increase stability and scale of technical infrastructure
- Proactive, solution-oriented problem solving, ensuring effective platform adoption
- Conducting periodic meetings in conjunction with the Customer Success Manager to ensure on-going satisfaction and to maintain visibility of any technical projects
- Providing answers to customer inquiries and managing a diverse and complex scope of support issues that go beyond help Desk questions
- Using a deep understanding of the customer’s build to anticipate downstream impacts of changes and proactively mitigate risk associated with updates or changes
- Developing action plans in collaboration with Customer Success Manager
- Helping to identify opportunities to improve/optimize existing processes
- Identifying and analyzing underlying trends and helping with root cause analysis
- Acting as a direct point of escalation for high impact Support cases and/or projects
- Ensuring clients have early visibility into product releases and roadmap
- Providing customer feedback and potential opportunities to relevant internal groups
Skills
- Proven work experience in a TAM, Project Manager or similar client facing role
- Experience dealing with large customers and complex support issues
- Strong customer orientation and service skills
- Proven ability to build rapport, trust, and respect with customer contacts at any level - from tactical to executive
- Solid technical background with hands on experience in digital technologies
- In-depth knowledge of the healthcare industry
- An ability to grasp customers' business objectives
- Engaged, pro-active and driven
- Excellent verbal and written communication skills
- Strong presentation skills
- Strong analytical and problem-solving skills
- Team player and able to work independently without supervision
- Ability to influence, coordinate and interact internal and external stakeholders
Benefits
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
Company Overview
Company H1B Sponsorship