Technical Account Manager II

What You'll Do

Strategic Account Management

• Own the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalation.
• Lead quarterly business reviews (QBRs) — presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goals.
• Monitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surface.
• Drive platform adoption by identifying underutilized capabilities and translating them into tangible client value.
• Collaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunities.
• Translate complex client workflows and integration requirements into structured, prioritized product feedback for Engineering and Product teams.

Technical Support & Resolution

• Serve as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery — resolving independently within your technical competency and escalating to appropriate teams as required.
• Investigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention plan.
• Maintain clear, proactive communication on issue status and resolution timelines to build partner confidence.
• Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention.
• Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements.
• Maintain internal support documentation and assist with testing new features or workflows to surface risk before client impact.
• Partner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performance.

Who You Are

• Bachelor's degree in Computer Science, Business Administration, or related field preferred.
• 3–5 years managing technical accounts in healthcare, telehealth, or SaaS — with a demonstrable track record of retention and expansion outcomes.
• Proven ability to diagnose and resolve complex integration or workflow issues independently, with documented root cause and prevention.
• Strong understanding of patient-facing workflows including scheduling, intake, and clinician matching.
• Comfortable presenting to director and VP-level stakeholders, including leading structured QBRs with data and clear recommendations.
• Experience defining and tracking account success metrics — adoption rates, time-to-value, ticket volume trends.
• Skilled at translating technical constraints into non-technical language for client audiences, and client needs into actionable requirements for internal teams.
• Excellent written and verbal communication — calm, empathetic, and direct under pressure.
• Experience in coding (JavaScript, Python, HTML) or a foundational understanding of software engineering is highly preferred.
• Working knowledge of FHIR, HL7, and REST, SOAP, or GraphQL API integrations — ideally in a healthcare or EHR context — is preferred.
• Knowledge of HIPAA and best practices for handling PHI.
• Exposure to workflow optimization or process improvement initiatives.

Our Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more