Technical Account Manager, Enrollment Operations

About Enrollment Operations at Ideon The health insurance and benefits industry is undergoing rapid digital transformation. Today, most people choose, enroll, and utilize their benefits not by calling insurance carriers or reviewing paper forms, but by using HR and benefits software. Behind the scenes, Ideon’s APIs make this modern benefits experience possible. We’re powering an entire industry forward, delivering the speed, transparency, and efficiency that today’s consumers expect.  Ideon is seeking a Technical Account Manager who excels in customer relationship management, project execution, and achieving measurable outcomes. The ideal candidate possessesstrong communication and project management skills, thriving in a collaborative, cross-functional environment. In this role, you will engage closely with key customers, serving as their primary contact to ensure Ideon meets performance metrics and exceeds expectations.  For this role, we are open to remote candidates anywhere in the U.S. Ideon is headquartered in NYC with a second office in Omaha, NE.  This role reports to the Senior Director of Enrollment Operations.  

In this role you will:

• Lead customer partnerships, acting as the primary point of contact for daily interactions, including facilitating daily standups. 
• Manage projects by prioritizing and driving the timely and accurate establishment of new EDI/API connections. 
• Identify and eliminate internal and external obstacles that hinder progress in EDI/API integrations. 
• Collaborate cross-functionally with Operations, Product, Engineering, and Customers. 
• Conduct regular case reviews to identify trends and ensure prompt resolution. 
• Advocate for customers, ensuring their needs are met and addressing escalated issues promptly. 
• Drive performance metrics to consistently exceed customer expectations. 
• Conduct root cause analysis and deliver accurate resolutions promptly. 
• Serve as a point of escalation for critical issues, coordinating with customers, internal teams, and insurance carriers for swift resolution. 
• Ability to jump in and help as needed to ensure the success of our customers. 

We’d love to hear from you if you have:

• 5+ years of experience in a customer-facing role as a Project Manager or Technical Account Manager��
• Exceptional written and verbal communication skills, capable of conveying technical concepts effectively and professionally. 
• Proactive, results-oriented mindset, capable of prioritizing and managing multiple projects in a fast-paced environment. 
• Ability to lead in a matrixed environment and proven results 
• Proficient in EDI and API technologies (2+ years), specifically in insurance enrollment processes. 
• Analytically skilled with keen attention to detail. 
• Familiarity with JIRA, Zendesk, Salesforce, or other CRM platforms. 

About Ideon  What we do: Ideon is the way health insurance carriers and employee benefits providers connect with new technology partners to deliver seamless consumer experiences at every stage of the member journey. We are not the websites or apps you use to choose a plan or find a doctor. We are the infrastructure, the ‘pipes,’ that allows InsurTech platforms and health insurance and benefits carriers to exchange data accurately, efficiently, securely, and at scale—improving the way benefits are quoted, sold, enrolled, managed, and utilized. Our APIs transmit billions of data points, powering an amazing benefits experience for all. Faster. Better. Awesomely.  Who we are: We are a group of people who love a good API and all it can do. We are insurance geeks, systems gurus, data wonks, sales & marketing execs, product leads, finance whizzes, and admin pros—all determined to bring efficiency, transparency, and connectivity to the health insurance and benefits industry.  Our benefits include: