Technical Account Manager

• OWN THE TECHNICAL SUCCESS OF TOP TIER CUSTOMERS
• Act as the dedicated technical point of contact for a portfolio of strategic top tier customers.
• Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations.
• Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders.
• DRIVE PLATFORM HEALTH, SCALABILITY, AND PERFORMANCE
• Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability.
• Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes.
• Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability.
• MANAGE ESCALATIONS AND OPERATIONAL EXCELLENCE
• Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
• Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams.
• Keep customers informed with timely communication, clear resolution plans, and proactive risk management.
• TURN CUSTOMER INSIGHTS INTO CONTINUOUS IMPROVEMENT
• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
• Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally, and tracking through to completion with product & engineering.
• Share structured customer insights with Product and Engineering to improve platform outcomes at scale.
• Identify and address technical product gaps surfaced by enterprise customers, from triaging bugs and feature requests to contributing lightweight fixes, workflow improvements, or pull requests where appropriate, partnering with Product and Engineering to get high-impact improvements adopted.

• Lead interoperability initiatives and provide consulting, technical expertise, and account management services to healthcare organizations.
• Develop and maintain strong relationships with healthcare provider organizations and partners.
• Serve as the primary point of contact and trusted advisor for assigned healthcare organizations.
• Engage participants to promote adoption and meaningful use of HIE technologies.
• Lead discussions regarding interoperability strategy and workflow transformation.
• Facilitate meetings, workshops, and stakeholder sessions.
• Provide subject matter expertise on healthcare interoperability standards and HIE technologies.
• Conduct technical and workflow assessments and recommend integration strategies.
• Troubleshoot interoperability and data exchange challenges.
• Coordinate cross-functional teams for successful project delivery.

Senior HIE Technical Account Manager

• Develop relationships with key business and IT stakeholders and become an expert on customers’ implementations by understanding their top business goals and priorities
• Understand customers' technical infrastructure, hardware, processes, and products
• Deliver key portfolio updates and assist customers with product upgrades
• Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies
• Perform initial or secondary investigations and respond to online and phone support requests
• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
• Build a sense of trust with customers and serve as their advocate within Red Hat
• Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption
• Ensure a high level of customer experience with each qualified engagement
• Analyze and present periodic reviews of operational performance to customer leadership
• Establish and maintain parity with Red Hat’s open hybrid cloud strategy
• Deliver trainings and presentations to customers’ staff
• Travel, as necessary, to visit customers or internal events

Technical Account Manager – Platform

• Maintain and update customer account plans to reflect current activities, strategic goals, and communication history.
• Opening account issues within two business days of receiving notification that the close-out package is ready, to ensure timely resolution and customer alignment.
• Oversee close-out packages by documenting accurate dates, capturing customer acceptance or rejection, and addressing all action items.
• Ensure visibility for internal teams by documenting customer engagement, satisfaction levels, and proactive service efforts.
• Collaborate with customer-facing teams to track and report progress on key milestones.
• Maintain and update inventory records for all active and planned network circuits and cabling.
• Conduct regular audits to ensure accuracy and alignment with physical infrastructure.
• Review and finalize project close-out packages, ensuring all required documentation is accurate and complete.
• Provide technical support during the implementation phase to align network builds with customer locations and expectations.
• Troubleshoot discrepancies and support service validation and handoff to customers.
• Manage customer-requested design changes post-sales, ensuring alignment with technical requirements and timely implementation.
• Review completed network diagrams submitted by fiber engineering.

• Develop and maintain deep relationships with our customers, including scientists, heads of research, IT managers, and other stakeholders.
• Act as the main point of contact for Success Package delivery post-go-live; manage multiple accounts simultaneously with minimal oversight
• Proactively partner with customers, CX stakeholders and sales to optimize customers Benchling’s instance to ensure success, engagement, and influence expansion outcomes.
• Proactively identify, communicate, and mitigate potential risks and issues that could impact customer success (budget, scope, product gaps, adoption)
• Lead and execute projects and assignments as needed, including configuration and maintenance of customer Benchling tenant, dedicated follow up tasks, process documentation, new product area enablement, and delivery of project accelerators
• Proactively maintain and grow product knowledge, services delivery knowledge, and offerings to best support our customers.
• Develop and manage project plans for customer engagements, including defining scope, timelines, milestones, and deliverables for Optimization Services Accelerators.

• Being the focal point for technical vendor related issues in front of the customer
• Providing product best practice and design guidance, to enhance technical and business outcomes, overseeing scale and performance over time.
• Working closely with Support and Engineering teams to quickly resolve any issues and drive customer satisfaction
• Assisting with deployment, configuration and customization of the platform while adapting to changes in the Customer's environment.
• Monitoring performance to determine how well the systems are running and what improvements can be made
• Briefing the customer on upcoming features and updates, and provide training in cooperation with Guardicore training team

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