Manager, Technical Account Management

US-Remote /
Operations /
Full-time
Noyo is the leading benefits infrastructure company, enabling seamless data connectivity across the benefits ecosystem. We believe every person should have access to great benefits that are easy to understand, easy to use, and have them covered when they need it most.

In service of that mission, we provide modern infrastructure to power the next generation of consumer health and benefits experiences. Like Stripe in payments and Plaid in financial services, Noyo makes it possible for developers to embed benefits into any app.

We are a rapidly-growing technology company backed by the best investors in Silicon Valley, and we are building a team of ambitious and creative people looking to change the face of benefits.

Noyo is a distributed company with teammates all across the United States. We have offices in San Francisco and Raleigh-Durham.

About The Role

Noyo delivers technology that improves the foundations of healthcare access and delivery by partnering with our benefits software and healthcare insurance customers to modernize & streamline their data exchange and accuracy. Our mission is to improve healthcare through foundational changes that put the consumer at the center of everything we do. 

We are growing our customer-facing teams and hiring a Technical Account Manager to support demand for our technology and services. This role is pivotal to Noyo’s success, is highly cross-functional, and reports to our Senior Manager, Technical Account Management.

Noyo’s Technical Account Management team owns our operational customer relationships, ensuring an excellent customer experience with the Noyo solution and acting as the operational voice of our customers internally. This role is responsible for creating & maintaining strong relationships with key customers, and leading & growing a team by providing oversight and guidance to ensure Noyo is consistently delivering and exceeding client expectations.

What You'll Do

    • Lead and manage a high-performing team responsible for providing technical account management to a book of enterprise customers.
    • Leverage objective and subjective data points to identify, influence and prioritize internal and external improvements that help our customers; lead and manage large scale initiatives based on these learnings & objectives.
    • Build & deliver, and coach your team to build & deliver, effective customer presentations that drive understanding, alignment, and engagement.
    • Ensure the development of your direct and indirect reports as you continue to raise the bar on talent; determine and advocate for the right tools and resources for your team to deliver customer experience excellence.
    • Partner to drive the creation & execution of organization effectiveness design, resource plans, and quality/process change.
    • Build and manage workflows, escalation & delegation processes for your team and cross-functionally; strategize to maximize customer outcomes and improve team efficiencies.
    • Dive deep into Noyo’s product offerings and technical workflows in order to best serve our customers and to support your team.
    • Develop a high level of trust with our key customers by establishing scalable and sustainable processes and frameworks that elicit productive interactions and aligned, successful outcomes.
    • Collaborate closely with Customer Onboarding, Customer Success, Customer Advocacy, Technical Operations, Product, and Engineering to improve the product and launch new features to better serve our customers.

What We Are Looking For

    • At least 5 years of experience building & leading successful customer experience teams in a fast-paced environment, preferably at a SaaS organization.
    • Healthcare or insurance industry experience preferred.
    • Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment.
    • Passion for leading high-performing teams, coaching to develop skills, and helping to chart career pathsHigh-degree of comfort with technology and tooling, API, EDI and/or data exchange experience preferred.
    • Experience and comfort managing a customer-facing, distributed team.
    • Clear communicator, who leverages data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints verbally and in writing.
    • Excellent presentation skills, with a passion for explaining complex technical topics in a digestible manner & for coaching your team to do the same.
What we value
1. Judgment to experiment quickly without sacrificing quality
2. Combination of ambition and creativity to solve hard problems
3. Collaborative approach and focus on finding the best ideas, wherever they may be

What we offer
Competitive salary and equity packages - You'll be an owner of the company
Medical, Dental, and Vision Insurance - Noyo pays 100% of employee premiums and 50% of dependents premiums
Long-Term Disability, Short-Term Disability, and Life Insurance - Company paid life and disability coverage
Health and Dependent Care FSAs - Pre-tax flexible spending accounts for out-of-pocket expenses
401k Account - 401k program through Guideline
Commuter Benefits - Tax-advantaged commuter benefits account
Home Office Stipend - Noyo offers each team member a $500 stipend to spend on home office related equipment
Parental Support - 12 weeks of paid leave for new parents
Paid Time Off - Uncapped vacation days & paid holidays
Holidays Off - Noyo observes 14 holidays including Juneteenth, Indigenous People’s Day, Election Day, & Veterans day

How we work together
No Meeting Wednesdays - Wednesdays are used for deep work, so we try to avoid meetings being scheduled this day unless it's client sensitive.
Tech Stack - We primarily use Slack, Google Suite, and Notion.
Core Hours - To maintain our flexible, self-directed work schedules without leading people to feel they need to be constantly connected, we've implemented core meeting hours where cross-time zone meetings happen.

Noyo products serve everyone, and we believe the best products are built by teams that represent their users. We value unique contributions and actively welcome people of all backgrounds, experiences, and perspectives to join us at Noyo. We are committed to working with and providing access and reasonable accommodation to applicants. If you think you may require accommodation for any part of the recruitment process, please send a request to: liz@noyo.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Noyo participates in E-Verify. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. E-Verify employers verify the identity and employment eligibility of newly hired employees by electronically matching the information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). Here you will find links to the Participation Poster as well as the Right to Work notices in English and Spanish.

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