Technical Account Manager
Abacus Insights
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- We are seeking an experienced Technical Account Manager to support our growing client base.
- This role is an individual contributor reporting to the Senior Manager, Client Technical Support.
- The successful candidate will serve as the liaison between the product implementation team and product support.
- The Technical Account Manager is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously working with the Senior Manager, Client Technical Support to improve processes.
- Oversee daily operations of clients assigned to you, ensuring SLAs and KPIs are met, and production issues are resolved.
- Manage escalations and ensure prompt resolution of complex technical issues.
- Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
- Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
- Perform data analysis and solve complex technical issues.
- Manage client relationships and coordinating deliverables.
Requirements
- Working knowledge of the US healthcare domain and its core solutions or similar experience.
- Experience and ability to build and manage working relationships with internal and external team members.
- Ability to solve problems, both as an individual and as part of a group.
- Communicate clearly and concisely, both verbally and in writing, with technical and non-technical stakeholders.
- Ability to multi-task and react positively to frequent changes in priorities.
- Become a product SME, training users to utilize the software and query data.
- Skilled in SQL and data analysis, tracing data issues to root causes and presenting results to customers.
- Ability to de-escalate customer complaints.
- Experience with requirements gathering and document creation.
- Project management ability leveraging MS Office tools, or scrum master using agile methodologies.
- Highly skilled at project organization, time management and operates with attention to detail.
- Off hours/weekend work required.
- Bachelor’s degree in computer science, business, health care administration, or equivalent experience.
- Ability to travel up to 5-10% of the time.
Benefits
- Unlimited paid time off – recharge when you need it
- Work from anywhere – flexibility to fit your life
- Comprehensive health coverage – multiple plan options to choose from
- Equity for every employee – share in our success
- Growth-focused environment – your development matters here
- Home office setup allowance – one-time support to get you started
- Monthly cell phone allowance – stay connected with ease
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLdata analysisrequirements gatheringdocument creationproject managementagile methodologiesproblem solvingtechnical issue resolutioncustomer satisfactionproduction environment management
Soft skills
relationship managementcommunicationmulti-taskingattention to detailde-escalationteam collaborationadaptabilityorganizational skillstime managementtraining
Certifications
Bachelor’s degree in computer scienceBachelor’s degree in businessBachelor’s degree in health care administration