Technical Account Manager, Enterprise Informatics

You will act as the primary point of contact and trusted advisor for customer stakeholders, aligning solutions to business objectives and KPIs as well as build and maintain strong relationships with key customer stakeholders, ensuring proactive engagement and high levels of satisfaction.

This role will directly report to the Service Operations Manager for Enterprise Informatics based in Australia.

Your key responsibilities will be to:

• Monitor customer health, engagement, and success metrics, identifying risks and opportunities for improvement.

• Represent the voice of the customer internally, influencing service delivery, product improvements, and strategic decisions.

• Ensure the overall health, performance, and optimization of customer environments through ongoing monitoring and maintenance via service teams.

• Maintain accurate documentation of customer systems and environments to support operational continuity.

• Support planning, upgrades, integrations, and enhancements using industry best practices.

• Identify and mitigate risks associated with system changes, upgrades, or integrations.

• Manage and resolve technical issues and escalations, coordinating with support and engineering teams.

• Track and drive closure of outstanding issues, ensuring minimal disruption to customer operations.

• Drive execution of service and customer success plans aligned to agreed objectives and deliverables.

• Implement best practices, processes, and tools to improve service efficiency and effectiveness.

• Analyze performance data and customer feedback to identify continuous improvement opportunities.

• Coordinate cross-functional teams to deliver consistent, high-quality outcomes.
  Define, track, and report on KPIs, system performance, and customer success metrics.

• Provide regular updates to customers and internal stakeholders on system health, risks, and performance.

• Facilitate communication between customer, support, product, and account teams.

• Participate in discussions on incidents, trade-offs, and risk management with internal stakeholders.

You're the right fit if you have:

Experience and Industry Knowledge:

Bachelor’s degree in business, IT, Health Science, Engineering, or equivalent. Minimum 8 years of experience in roles spanning technical support, account management, operations management, service delivery or customer success particularly within the in the medical device industry or equivalent. Strong understanding of the local market dynamics, cultural practices, and business landscape.

Relationship Management:

Ability to build and maintain strong relationships with partners and customer Experience in establishing trust and effectively managing partner expectations.

Communication Skills:

Excellent verbal and written communication skills and strong ability to convey complex concepts clearly and persuasively.

Strategic Thinking:

Capability to develop and implement strategic plans that align with company objectives. Proficiency in identifying opportunities for growth and collaboration.

Problem Solving and Negotiation:

Strong problem-solving skills to address partner concerns and challenges with expertise in negotiation to secure beneficial agreements and partnerships.

Collaboration and Teamwork:

Ability to work collaboratively with internal teams across different functions. with experience in coordinating with marketing, product development, and support teams to ensure partner success.

Adaptability and Cultural Sensitivity:

Flexibility to adapt to changing business environments and partner needs. Cultural sensitivity to engage with diverse groups and understand local market nuances.