Technical Account Manager - USA

Primary Functions

• Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements.
• Manage and oversee customer onboarding, ensuring seamless implementation and integration of products/services into existing systems.
• Collaborating closely with the Sales team, serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing and throughout the entire customer lifecycle, including technical implementations, renewals, and identifying continued sales opportunities.
• Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases.
• Collaborate closely with Agile Leads to support Agile delivery methodologies and coordinate the implementation, timelines, and customer expectations.
• Manage the financial aspects of customer engagements, including budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters.
• Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders.
• Identify and drive additional sales and upsell opportunities within existing customer accounts, working closely with the sales to achieve revenue targets.
• Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives. 
• Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution.
• Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables.
• Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention.
• Support the development and update of enablement tools and resources, as needed. 
• Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success. 
• Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized. 
• Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
• Comply with the privacy, security and confidentiality policies. 

Prerequisites

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