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Technical Account Manager

1 month ago
United States
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Agile Kanban 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 8

Description

  • Serve as the primary implementation and operational lead for assigned customer accounts after contract execution.
  • Coordinate the Smile Customer Care Team across the full customer lifecycle to support implementation, delivery execution, and customer success.
  • Lead customer onboarding, implementation execution, operational readiness, and deployment coordination.
  • Manage cross-functional coordination across Sales Account Management, Product, Support, Engineering, and Delivery teams.
  • Oversee resource management activities, including allocation and tracking of technical resources across customer engagements.
  • Maintain visibility into the sales pipeline and support smooth transitions from pre-sale to implementation.
  • Support the creation and negotiation of Statements of Work (SOWs) and related contractual documents.
  • Monitor implementation risks, product gaps, delivery issues, and escalations, and route them through the appropriate governance channels.
  • Lead implementation governance activities such as customer reviews, milestone tracking, issue escalation, and executive communication.
  • Facilitate regular customer meetings and ensure transparent communication on project status, milestones, and deliverables.

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.
  • Previous experience in resource management, financial oversight, and contract/SOW creation.
  • Experience leading complex customer implementations or enterprise software delivery engagements with multiple internal and customer stakeholders.
  • Strong customer relationship management and operational leadership skills.
  • Excellent knowledge of Agile methodologies, including Scrum and Kanban, in software or technology implementation contexts.
  • Strong operational communication, executive-level customer engagement, risk management, and escalation management capabilities.
  • Strong communication, presentation, and negotiation skills with the ability to engage technical and executive stakeholders.
  • Experience collaborating cross-functionally with sales, implementation, product, and technical teams.
  • Proven ability to manage multiple customer accounts simultaneously.
  • Experience with healthcare technology, interoperability, and 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 policy, including PTO, personal days, and sick days.
  • Competitive salary of $110,000 - $130,000 per year.
  • Health/medical benefits.
  • RRSP/TFSA/401K employee contribution.
  • Life and disability coverage.
  • Employee Assistance Program.
  • FHIR Study Program and Skillsoft Learning.

Interested in this position?

Apply directly on the company website

Apply Now

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