Manager, Technical Account Management - Remote United States
Remote US
Customer Success Engineering – Customer Success Team /
Remote
Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024!
Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.
At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems bringing #BetterGlobalHealth to patients everyday!
Apply today and find plenty of reasons to SMILE!
The Manager of Technical Account Management (‘Manager, TAM’) will effectively lead a high-performing team of Technical Account Managers to deliver Smile’s post-sales customer success and satisfaction. This role will guide, mentor and guide the Customer Success Team in building strong customer relationships by overseeing the management of the customer lifecycle from leading the team through complex contract signings through strategic implementation planning and beyond, ensuring successful delivery and long-term customer satisfaction.
Responsibilities:
- Lead and develop a high-performing Customer Success Team to coordinate and deliver complex technical implementations and ensure long-term customer success and satisfaction.
- Develop and oversee team metrics such as churn risk, customer feedback, deployment timelines, feature adoption, and incident resolution trends.
- Develop strong relationships with key customers to facilitate customer onboarding from contract signing and throughout the entire customer lifecycle, including guiding the Customer Success Team through strategic technical implementations, renewals, and identifying continued sales opportunities.
- Ensure an in-depth understanding of 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.
- 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.
- Oversee the financial management of all customer engagements by ensuring effective budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters.
- Ensure the creation and negotiation of Statements of Work (SOWs) and other contractual documents are supported 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 and identify areas to optimize Customer Success processes such as, customer onboarding, successful implementation and integration of products/services into existing systems.
- Manage escalated and complex critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution.
- Oversee 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.
- Hold all confidential information in trust and strict confidence and ensure that it shall be used only for the purposes required to fulfill employment obligations, and shall not be used for any other purpose, or disclosed to any third party. A breach of policy or misuse of information could result in disciplinary action up to and including termination of employment.
Requirements:
- 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. 3+ years experience in managing Technical Account Managers through complex technical implementation cycles.
- Post-secondary education in a technical program, business administration and/or equivalent work experience.
- Proven ability to guide and develop technical and customer-facing teams, driving a highly collaborative environment.
- 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), preferred.
Some of the benefits we offer:
* 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
* Employee Assistance Program
* FHIR Study Program and Skillsoft Learning
* Super HAPI Fun Club
Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values because our people are the foundation of our success. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work. We are dedicated to fostering a workplace that values diversity, equity, and inclusion.
We welcome and encourage candidates of all backgrounds to apply. Candidates are encouraged to inform us if they wish to discuss or require accommodations during interviews or while working at Smile.
