Description

"TO ENSURE THAT NO ONE WILL EVER WAIT FOR CARE"

TECHNICAL ACCOUNT MANAGER

WHO ARE WE?

We are a software development company HQ in beautiful downtown Pittsburgh, PA. Our mission is simple-to ensure that no one waits for the care they need by. Here at TeleTracking we all believe it's unacceptable that patients are not able to access the care they need, when they need it, due to operating inefficiencies and unnecessary cost barriers, and we also believe as care delivery becomes more complex, coordinating patient care with a combination of people, process and technology across the care continuum is absolutely essential and we are looking for the best and the brightest talent to ensure the mission gets accomplished.

TeleTracking has been recognized by the Pittsburgh Technology Council-which named TeleTracking as the Tech 50 Culture Leader of the Year. TeleTracking has also been recognized as one of Becker's Hospital Review's "Great Places to Work," a Pittsburgh Business Times "Corporate Citizenship Award" winner and a Pittsburgh Business Times "2019 Workplace Wellness Champion."

JOB SUMMARY

The Technical Account Manager (TAM) manages assigned client accounts, with the goal of building strong partnerships, resulting in retention and increased engagement across the product portfolio. The TAM is the primary owner of these accounts, and ensures the clients are receiving a support experience that is based on relationships and intimate account understanding.

The TAM will focus on a limited number of clients. The TAM will work to develop a deep understanding of the clients' business and workflow, and uses this understanding to drive effective technical support, recommend appropriate updates/upgrades, to adopt new TeleTracking solutions, and to act as the clients' advocate within TeleTracking. The TAM will develop professional relationships with the clients' key process owners, their decision-makers, and their supporting teams. The TAM will recognize patterns and challenges unique to the client, and work with all levels of the client organization to ensure successful utilization of the TeleTracking solution. The TAM will also work with the client to plan for successful execution of upgrades, updates, and new solution adoption.

The TAM will ensure the technical success and retention of the client. The TAM works collaboratively with others throughout TeleTracking, including Product Management, support engineers, Technology, and others to ensure that proper decisions are enacted to resolve client issues quickly and as efficiently as possible. The TAM will conduct regular support review meetings with the client, and provide client scorecards which will show support trends, open issues, etc.

The TAM will be expected to travel to each client 1-2 times per year to foster relationships and deep business understanding.

PRIMARY DUTIES AND RESPONSIBILITIES

• Act as the primary owner of the client relationship. You will be introduced to the client during the initial implementation.
• Develop and manage relationships with the clients' key business owners and decision-makers. Understand their workflow, their priorities, their goals, and their challenges.
• Use this understanding when representing the client internally.
• Take ownership of client satisfaction and loyalty.
• Identify business opportunities and coordinate with the Commercial team as appropriate.
• Take the lead and working with all areas of the company necessary to ensure client issues are being resolved.
• Own any client escalations and lead them to resolution.
• Maintain technical communication with the client through frequent scheduled technical review calls.
• Maintain the relationship with the business owners, including the C-suite, through regular organizational calls.
• Develop, maintain, and provide a customer scorecard to the business owners, showing support case trends, closure rates, outstanding support and development items, upcoming maintenance window and projects, etc.
• Visit the client site 1-2x/year to foster close relationships and understanding of workflow, processes and needs.
• Work with Commercial leadership as needed to consult with the client on workflow issues and strategic initiatives.
• Arrange for regular system health checks (on-premise clients).

EDUCATION

• Bachelor's degree required; significant success and experience with TeleTracking solutions may be considered in place of a bachelor's degree.
• A+, network, and/or Microsoft certifications are beneficial though not required.

EXPERIENCE & SKILLS

• 5+ years' experience in a high-tech environment, preferably in a healthcare-related field.
• Strong organizational skills.
• Several years' experience working with external users of the TeleTracking solution preferred.
• Demonstrated experience and success in pulling together multi-functional teams to address customer concerns.
• Experience organizing presentations to all levels of external clients.
• Passionate about the customer.
• Strategic thinker with the ability to grasp technical details.
• Strong sense of personal ownership and accountability.
• Strong communication skills, both written and verbal.
• Solid decision-maker.
• Strong analytical problem-solver.
• Ability to manage and prioritize several high-priority, high-visibility customer engagements.

WORK ENVIRONMENT AND TRAVEL

Travel

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

In the Technical Account Manager role, the employee is required to make periodic visit to client facilities. The Technical Account Manager will have at least one trip to each assigned account each year. The frequency may be adjusted based on the business need. There will also be heavy communication with the clients on a daily basis, both over the phone and via email.

TeleTracking must comply with President Biden's Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors and to maintain the health and safety of our workforce. You must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination or an approved exemption due to religious or medical reasons will be required.

TeleTracking is committed to a policy of non-discrimination in all employment practices, including recruitment, hiring, training, education, tuition assistance, social and recreational programs, compensation, discipline, promotion, benefits, termination of employment and all other terms and conditions of employment. TeleTracking strictly prohibits and does not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), gender (including gender nonconformity and status as a transgender or transsexual individual), age (40 and over), physical or mental disability, non-job related handicap or disability, citizenship, past, current or prospective service in the uniformed services, genetic information, use of a guide or support animal because of blindness, deafness or physical handicap, or any other characteristic protected under applicable federal, state or local law.