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Technical Account Manager - United States

1 week, 6 days ago
Canada
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Agile Kanban NetSuite Scrum
Apply Now
Smile Digital Health

Smile Digital Health

Smile Digital Health provides cutting-edge HL7 FHIR-based clinical data repository solutions for healthcare organizations, enabling rapid digital transformation and connectivity with features like multiple FHIR versions and full text indexing.

IT Services
251-1K
Founded 2016
$20M raised
View All Jobs 7

Description

  • Act as the primary post-sales liaison and trusted advisor for assigned customers throughout the customer lifecycle.
  • Own customer relationships from contract signing through implementation, renewal, and expansion.
  • Oversee customer onboarding, implementation, and integration of products and services into existing systems.
  • Collaborate with Sales, Agile Leads, technical teams, and other cross-functional stakeholders to coordinate delivery and customer expectations.
  • Manage resource allocation and track technical resources across customer engagements.
  • Handle budgeting, forecasting, and other financial oversight for customer projects and engagements.
  • Support the creation and negotiation of Statements of Work and related contractual documents.
  • Identify and drive upsell and growth opportunities within existing customer accounts.
  • Oversee escalated customer issues and coordinate timely resolution and proactive communication.
  • Facilitate regular customer meetings and reviews to maintain transparency, satisfaction, and retention.
  • Maintain accurate daily or weekly time reporting and ensure full use of Netsuite project management and billing tools.
  • Ensure compliance with privacy, security, and confidentiality policies.

Requirements

  • 5-7+ years of experience in technical software delivery, technical account management, customer success, or a similar role with a strong technical delivery component.
  • Post-secondary education in a technical program, business administration, or equivalent work experience.
  • Experience in resource management, financial oversight, and contract or SOW creation.
  • Proven ability to identify and drive upsell opportunities within existing customer relationships.
  • Strong knowledge of Agile methodologies, including Scrum and Kanban, in software and technology implementation contexts.
  • Excellent communication, presentation, and negotiation skills for technical and executive-level stakeholders.
  • Experience collaborating cross-functionally with sales, implementation, product, and technical teams.
  • Proven track record of managing multiple customer accounts simultaneously.
  • Experience with healthcare technology and interoperability is highly preferred.
  • Familiarity with healthcare standards such as FHIR and HL7 is highly preferred.
  • Ability to travel up to 25% approximately.

Benefits

  • Remote work environment.
  • Flexible time away from work, including PTO, personal days, and sick days.
  • Competitive salary of $110,000 - $130,000 per year.
  • Health and medical benefits, including life and disability coverage.
  • RRSP, TFSA, or 401(k) employee contribution.
  • Employee Assistance Program.
  • FHIR Study Program and Skillsoft Learning for professional development.
  • Super HAPI Fun Club and other community-oriented perks.

Interested in this position?

Apply directly on the company website

Apply Now

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