Technical Account Manager

Technical Account Manager
WHO ARE WE?For over 30 years, TeleTracking has been operating with a simple mission, to ensure that no one waits for the care they need. Our state-of-the-art technology, combined with actionable best practices and a strong advisory services team, means that we provide the critical operational components required to build a responsive, resilient healthcare system. One of those key components is the centralization of hospital operations…the ability to see in real-time everything from the number of available beds to receive and treat patients to the number of pieces of available medical equipment. TeleTracking values people with an entrepreneurial spirit, creativity and building strong relationships with our employees. We believe that diversity, equity and inclusion in our workforce keeps us competitive and provides opportunities for everyone.

JOB SUMMARY

The Technical Account Manager (TAM) manages assigned client accounts, with the goal of building strong partnerships, resulting in retention and increased engagement across the product portfolio. The TAM is the primary owner of these accounts, and ensures the clients are receiving a support experience that is based on relationships and intimate account understanding.
The TAM will focus on a limited number of clients who have subscribed to the TAM support model. The TAM will work to develop a deep understanding of the clients’ business and workflow, and uses this understanding to drive effective technical support, recommend appropriate updates/upgrades, to adopt new TeleTracking solutions, and to act as the clients’ advocate within TeleTracking. The TAM will develop professional relationships with the clients’ key process owners, their decision-makers, and their supporting teams. The TAM will recognize patterns and challenges unique to the client, and work with all levels of the client organization to ensure successful utilization of the TeleTracking solution. The TAM will also work with the client to plan for successful execution of upgrades, updates, and new solution adoption.
The TAM will act as the clients’ first and main point of contact for technical support. The TAM works collaboratively with others throughout TeleTracking, including Product Management, support engineers, Technology and others to ensure that proper decisions are enacted to resolve client issues quickly and as efficiently as possible. The TAM will conduct regular support review meetings with the client, and provide client scorecards which will show support trends, open issues, etc.
The TAM will be expected to travel to each client 1-2 times per year to foster relationships and deep business understanding.

PRIMARY DUTIES AND RESPONSIBILITIES

• Act as the primary owner of the client relationship.
• Develop and manage relationships with the clients’ key business owners and decision-makers. Understand their workflow, their priorities, their goals, and their challenges.
• Use this understanding when representing the client internally.
• Take ownership of client satisfaction and loyalty.
• Identify business opportunities and coordinate with the Commercial team as appropriate.
• Act as the primary point of technical support for the client, working with Technical Support Engineers, Solution Engineers, and Technical Support leadership as needed.
• Be the owner of any client escalations.
• Maintain technical communication with the client through frequent scheduled technical review calls.
• Maintain the relationship with the business owners, including the C-suite, through regular organizational calls.
• Develop, maintain and provide a customer scorecard to the business owners, showing support case trends, closure rates, outstanding support and development items, upcoming maintenance window and projects, etc.
• Visit the client site 1-2x/yr to foster close relationships and understanding of workflow, processes and needs.
• Work with the CSM as needed to consult with the client on workflow issues and strategic initiatives.
• Arrange for regular system health checks (on-premise clients).

EDUCATION

• Bachelors degree required; significant success and experience with TeleTracking solutions may be considered in place of a bachelors degree.
• A+, network, and/or Microsoft certifications are beneficial though not required.

EXPERIENCE

Required experience:

• Bachelor’s degree in a quantitative field (such as Information Systems, Computer Science, Business Administration) or significant experience in the software industry
• Agile process, conferences, certifications
• Success with data engineering teams

Prefer experience with:

• Healthcare industry
• Predictive analytics
• Relational databases

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

TeleTracking is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of TeleTracking’s commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.