Technical Account Manager

TL;DR

Technical Account Manager (Healthcare): Act as primary post-sales liaison owning customer relationships from contract signing through implementation and ongoing success with an accent on resource allocation, financial oversight, and Agile delivery coordination. Focus on managing onboarding and integrations, driving upsell opportunities, and ensuring high customer satisfaction through proactive issue resolution and transparent communication.

Location: Remote US

$110,000 - $130,000 a year

Company

Leading FHIR-based health data platform used in over 20 countries to enable data collection, exchange, and management for better global health.

What you will do

• Oversee project resource allocation and tracking across customer engagements in collaboration with Resource Management.
• Manage customer onboarding, implementations, and integrations into existing systems.
• Serve as trusted advisor post-sales, handling lifecycle from contract to renewals and identifying growth opportunities.
• Coordinate with Agile Leads on delivery methodologies, timelines, and expectations.
• Handle financial aspects including budgeting, forecasting, and SOW creation/negotiation.
• Facilitate customer meetings, resolve escalated issues, and ensure billable hours tracking in Netsuite.

Requirements

• 5-7+ years in technical software delivery roles like technical account management or customer success with strong technical component
• Post-secondary education in technical program, business administration, or equivalent experience
• Experience in resource management, financial oversight, and contract/SOW creation
• Proven ability to drive upsell opportunities
• Excellent knowledge of Agile (Scrum, Kanban) in software implementations
• Strong communication, presentation, negotiation skills for technical/executive stakeholders
• Cross-functional collaboration with sales, implementation, product, technical teams
• Ability to travel up to 25%

Nice to have

• Experience with healthcare technology, interoperability, FHIR, HL7 standards

Culture & Benefits

• Remote work environment
• Flexible Time Away From Work Policy including PTO, Personal, and Sick Days
• Competitive salary and health/medical benefits
• RRSP/TFSA/401K employee contribution, Life and Disability insurance
• Employee Assistance Program, FHIR Study Program, Skillsoft Learning
• Super HAPI Fun Club; values respect, inclusion, diversity, equity