Technical Account Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary: We are seeking a skilled Technical Account Manager (TAM) to join our Client Technology team. As a TAM, you will serve as a trusted technical advisor to athenahealth’s largest and most complex customers, driving technical success and ensuring seamless implementation of athenahealth products. By leveraging your technical expertise and customer-facing skills, you will play a critical role in fostering strong relationships with client-side technologists, proactively addressing technical issues, and collaborating cross-functionally to deliver exceptional results. Your efforts will directly contribute to customer satisfaction and revenue retention, making you a key player in our company's success.

Essential Functions (Duties and Responsibilities):

50%: Complex Issue Troubleshooting and Solution Management

• Investigate and resolve complex technical issues reported by named customers, such as performance bottlenecks, software integration challenges, networking policy or connectivity problems, or customer-specific customization or configuration concerns.
• Provide stakeholders with best practices, optimal system configurations, and advice on industry standard solutions, such as IT and network infrastructure optimizations, security best practices, and compliance standards.
• Act as a liaison between client technical stakeholders and athenahealth R&D, ensuring effective communication and timely resolution of critical technology issues impacting athenaOne usability.
• Meticulously track and manage customer issues through resolution, leveraging customer relationships and collaborating with internal teams to drive effective and timely solutions.
• Manage the customer's experience throughout the troubleshooting process by providing regular updates and clear communication on issue status, next steps, and estimated resolution timelines.
• Proactively identify and address potential technical issues before they impact customers, leveraging monitoring tools, data analysis, and customer insights to prevent disruptions and maintain a seamless customer experience.

40%: Strategic Relationship Building

• Develop deep relationships with customer technical stakeholders, understanding their technology strategy and advocating on their behalf.
• Play a critical role in fostering strong relationships with customer-side technologists, ensuring seamless implementation of athenahealth solutions, and contributing directly to overall customer success and revenue retention.
• Conduct regular technology reviews and executive sessions to gain deeper insights into named customer business and technical needs.
• Proactively communicate with customers, keeping them informed about relevant updates, new features, or potential issues that may impact their use of athenahealth solutions.
• Regularly check in with customers to gather feedback, understand their evolving needs, and identify opportunities for improvement.
• Strategically plan for customer events and launches, partnering with Support and Engineering to guarantee customer success during pivotal moments.

10%: Teach and Learn: Documenting and Sharing Knowledge

• Contribute to the development of the team technical toolkit and capabilities required to solve customer technology challenges.
• Share technical expertise within the organization, enhancing internal support processes and knowledge bases.
• Act as a subject matter expert in the curation of comprehensive documentation on solving technical issues, troubleshooting steps, and best practices to enable effective knowledge sharing and faster issue resolution.
• Participate in cross-functional initiatives to improve support documentation, user guides, and technical resources for customers.

Education & Experience Required

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• 5 – 8 years of professional experience, including working knowledge of healthcare IT.
• Strong communication and interpersonal skills, with the ability to effectively engage and convey information to executive-level management, navigate conflict, and promote honest dialogue.
• Proven track record of success in customer-facing technical roles, such as Customer Success Management, technical support, solution or support engineering, or technical consulting.
• Strong understanding of web applicati