Technical Account Manager, Credentialing

Who We Are

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 600 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day. 

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry. 

QGenda is headquartered in Atlanta. 

To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn. 

About Your Role 

Within our Customer Experience (CX) organization, we are looking for customer-focused individuals who want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to identify root causes of strange problems but find the most effective solutions to meet the customers’ needs are who we are looking for.

As a Technical Account Manager (TAM) on the Credentialing team, you will be the trusted technical advisor throughout a customer's lifecycle. You are a QGenda Credentialing product expert and will leverage your knowledge to ensure our customers adopt and utilize the QGenda Credentialing platform to its fullest potential. You will work closely with the Customer Success Manager (CSM) as well as every other team within QGenda, from Sales and Product Engineering, to Implementation and Customer Support. 

How You’ll Make an Impact 

• Provide technical support and respond to escalated support tickets for QGenda Credentialing customers
• Participate in ongoing planning, implementation and optimization of automated workflows to drive scalable customer success activities and customer support
• Assist in the onboarding of customers to QGenda by providing organized training to admins and end users to ensure customers maximize the power of the QGenda Credentialing platform
• Build and maintain deep technical expertise in the QGenda Credentialing platform; serve as a subject matter expert on new features as they are released, and deliver training on those capabilities to both internal and external audiences.
• Demonstrate expertise on technical topics by collaborating with the Customer Success team to help prepare for business reviews
• Manage and achieve key business metrics including CSAT, Response and Resolution Time, Productivity, Adoption and Revenue Retention goals
• Collaborate with Customer Success, QGenda Support, Product Liaison and other teams to assist with technical issues raised by customers
• Provide effective feedback to team members and their respective supervisors
• Adhere to existing best practices and offer input to establish new or update existing best practices
• Lead client onsite activities related to implementation and preparation for go-live
• Adhere to all company policies, QGenda workflows and case entry requirements 
• Ability to interact across organizations to ensure outstanding service is delivered 

Who You Are 

• Able to communicate technical information effectively and understandable to non-technical audiences
• Self-Starter, resourceful, and proactive in identifying and solving problems and building sustainable solutions to prevent issue recurrence
• Adept at moving quickly between low-level execution and high-level strategic technical thinking
• Proven ability to interact across organizations to ensure outstanding service is delivered to customers 
• Able to travel (up to 20%) for customer meetings, conferences, and other industry events

Experience You Bring 

• 1 to 2 years of experience with credentialing, customer support, or customer relationship management
• Bachelor's Degree is desirable but not required; Credentialing, Engineering, or other technical degree preferred 
• SaaS/Software technical configuration