Redox

Senior Manager, Technical Account Management

Redox

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $133,000 - $153,000 per year

Job Level

Senior

About the role

  • Own Company-Level KPIs: Directly responsible for maximizing Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through proactive account management and expansion initiatives, alongside managing CSAT.
  • Expansion & Upselling: Proactively partner with customers to identify new integration needs, product adoption opportunities, and use cases that result in the expansion of services, scopes, and ultimately, increased contract value.
  • Strategic Retention: Act as the executive sponsor for a portfolio of key accounts, ensuring continuous, high-value delivery to secure timely and successful contract renewals. Mitigate churn risk by maintaining deep alignment on the customer's long-term business and technical roadmaps.
  • Team Leadership & Performance: Manage, mentor, and develop a team of Senior TAMs, instilling a strong focus on commercial outcomes, account growth, and proactive value demonstration. Ensure the team meets or exceeds targets related to revenue retention and account expansion.
  • Customer Business Partnership: Serve as a trusted advisor, translating complex technical integration challenges and new interoperability standards into clear, financially-sound strategies for the customer's executive team.
  • Internal Collaboration: Drive cross-functional alignment (Sales, Product, Engineering) to manage customer success plans and escalations, specifically where they impact the customer’s time-to-value and future renewal potential.
  • Product Utilization: Monitor industry trends and product enhancements to proactively guide customers toward utilizing new features that directly translate to operational efficiency and business growth.

Requirements

  • 7+ years of professional experience, including 3+ years managing, coaching, and developing high-performing customer-facing teams.
  • Proven success leading high-performing teams focused on renewing, expanding, and growing enterprise accounts (Net Revenue Retention/Expansion experience is critical).
  • Strong business sense and experience translating technical value propositions into quantifiable business impact and return on investment (ROI) for customers.
  • Demonstrated success in developing customer accounts into long-term strategic franchises, proactively identifying and closing upsell and cross-sell opportunities.
  • Deep EHR integration, workflow knowledge, and clinical understanding, used to drive solution adoption and maximize customer utilization.
  • Ability to inspire a culture of execution, commercial focus, and accountability while fostering strong internal and external collaborative relationships.
  • Excellent executive-level communication, negotiation, and presentation skills focused on clearly articulating customer value.
Benefits
  • 100% remote first culture (must be based in the US)
  • Unlimited Flexible Time Off
  • 15+ Observed Holidays
  • Rest & R^Charge days (guaranteed a 3-day weekend each month)
  • R^Charge (6 weeks paid sabbatical + stipend)
  • 401k match 50% for up to 8% on Day 1
  • Medical/Dental/Vision Benefits on Day 1
  • HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
  • Paid Parental Leave (16 weeks)
  • Productivity Stipend & Wellness Fund
  • Redox Issued MacBook
  • Virtual and/or in-person Team & Company Events
  • Stock Options
  • Employee Referral Bonus Program
  • Recognized as CB Insights Top 150 Most Promising Digital Health Startups in the WORLD & named Top 10 Trending Startups for 2022 Health-Tech companies on Wellfound (formerly AngelList Talent)!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Gross Revenue RetentionNet Revenue Retentionaccount managementupsellingcustomer success plansEHR integrationworkflow knowledgequantifiable business impactreturn on investmentproduct adoption
Soft skills
team leadershipmentoringcommercial focuscollaborationexecutive-level communicationnegotiationpresentation skillsinspiring culture of executionaccountabilitycustomer partnership