Technical Account Manager

About the Role:

We are seeking an experienced Technical Account Manager to support our growing client base.  This role is an individual contributor reporting to the Senior Manager, Client Technical Support.  The successful candidate will serve as the liaison between the product implementation team and product support.  The Technical Account Manager is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously working with the Senior Manager, Client Technical Support to improve processes. This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions.  A successful candidate has experience and practical knowledge to support clients in the following areas:

• Healthcare data and software supporting payers, PBMs, or third-party administrators.
• Technical support and triage of complex technical problems experienced by the client.
• Managing product performance against a set of client SLAs.
• Managing and coordinating UAT (User Acceptance Testing).
• Promoting a product’s capabilities based on the customer’s needs.
• Organization and project management skills.
• Managing client relationships and coordinating deliverables.

Your day to day:

Client Support Operations

• Oversee daily operations of clients assigned to you, ensuring SLAs and KPIs are met, and production issues are resolved.
• Manage escalations and ensure prompt resolution of complex technical issues.
• Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
• Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
• Perform data analysis and solve complex technical issues.
• Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan.
• Manage SLAs (Service Level Agreements) for clients, including providing clients and Abacus leadership with monthly SLA reports.

Technical Enablement

• Guide clients through technical implementations, integrations, and optimization.
• Management and coordination of client UAT.
• Translate complex technical concepts into actionable insights for clients.
• Collaborate with product and engineering teams to influence roadmap based on client feedback.

Manage Client Deliverables

• Manage client enhancement requests and change requests.
• Triage defects, resolution and QA coordination.
• Manage small client projects using Jira.
• Manage and coordinate client UAT.
• Manage and track all new change requests from the client.

Process Improvement

• Develop and refine customer success processes, playbooks, and KPIs.
• Identify and implement improvements in support workflows, tools, and documentation.
• Drive standardization and automation by leveraging tools, including GenAI.
• Develop and maintain knowledge base articles and self-service resources.
• Monitor support metrics and generate reports to inform strategic decisions.
• Drive cross-functional initiatives to improve customer experience and product value.

Customer Engagement, Success & Advocacy

• Develop trustworthy client relationships, resulting in referenceable clients.
• Ensure customers achieve their business goals through effective use of our products and solutions.
• Manage escalations and coordinate with support and engineering teams to resolve issues.
• Act as a voice of the customer within the organization.
• Ensure client feedback is captured and communicated to relevant teams.
• Drive initiatives to enhance client experience and retention.

Lead Client Data Testing

• Work with clients to document test strategy and ensure testing validates the client’s data in a way to indicate an implementation is a success.

What you bring to the team:

• Working knowledge of the US healthcare domain and its core solutions or similar experience.
• Experience and ability to build and manage working relationships with internal and external team members.
• Ability to solve problems, both as an individual and as part of a group.
• Communicate clearly and concisely, both verbally and in writing, with technical and non-technical stakeholders.
• Ability to multi-task and react positively to frequent changes in priorities.
• Become a product SME, training users to utilize the software and query data.
• Skilled in SQL and data analysis, tracing data issues to root causes and presenting results to customers.
• Ability to de-escalate customer complaints.
• Experience with requirements gathering and document creation.
• Project management ability leveraging MS Office tools, or scrum master using agile methodologies.
• Highly skilled at project organization, time management and operates with attention to detail.
• Off hours/weekend work required.
• Bachelor’s degree in computer science, business, health care administration, or equivalent experience.
• Ability to travel up to 5-10% of the time.

Specific to Client Data Testing:

• Certified Scrum Master.
• Experience leading a QA effort for cloud software, or similar experience.

Bonus points:

• Experience working in an operational capacity with Medicaid data sets (T-MSIS), medical claims, Rx claims, member eligibility, clinical data (EMRs, ADTs), provider, labs, and financial data sets, using Snowflake or Databricks environment.
• Familiar with CMS mandates on interoperability. 

Compensation: Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants.

What you’ll get in return:

• Unlimited paid time off – recharge when you need it
• Work from anywhere – flexibility to fit your life
• Comprehensive health coverage – multiple plan options to choose from
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here
• Home office setup allowance – one-time support to get you started
• Monthly cell phone allowance – stay connected with ease#LI-MS1