# Technical Account Manager II
**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Experience:** 3+ years
**Skills:** JavaScript, Python, HTML, FHIR, Hl7, REST APIs, Soap Api, GraphQL, HIPAA, Ehr
**Posted:** 2026-06-17
> Own post-implementation relationships for healthcare/telehealth clients, leading QBRs, driving platform adoption, and resolving technical integration issues. Requires 3-5 years technical account management experience and strong API/integration knowledge.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/technical-account-manager-ii-at-openloop-f8ac2376-0ba4-465b-bb5e-d658e86f392e
**Canonical:** https://hotfix.jobs/jobs/technical-account-manager-ii-at-openloop-f8ac2376-0ba4-465b-bb5e-d658e86f392e