Technical Account Manager
New
V
VocantasHealthcare SaaS
United States (remote)Full-TimeMiddle
Salary$60,000-75,000 USD per year, plus an annual bonus opportunity
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Job Details
- Experience
- 3–5 years
- Required Skills
- Project ManagementSalesforceCustomer SuccessTechnical support
Requirements
- 3–5 years of experience in Technical Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS environment.
- Comfortable troubleshooting and resolving Level 1 and Level 2 technical issues.
- Experience independently managing customer relationships, escalations, renewals, and onboarding initiatives.
- Strong project management and organizational skills.
- Experience working cross-functionally with Product, Engineering, Support, and Sales teams.
- Proactive, solution-oriented mindset for identifying and solving process gaps.
- Experience working in healthcare SaaS environments (strongly preferred).
- Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools (strongly preferred).
- Experience working within organizations where processes and tooling are actively evolving (strongly preferred).
Responsibilities
- Serve as the primary point of contact for customers in your portfolio throughout the full customer lifecycle.
- Build strong customer relationships through proactive communication and engagement.
- Lead structured Quarterly Business Reviews (QBRs) focused on customer outcomes and future priorities.
- Own and resolve Level 1 and Level 2 support tickets, including initial troubleshooting.
- Escalate complex technical issues to the appropriate internal teams with clear context.
- Lead onboarding activities for Enterprise customers, including milestone planning and adoption support.
- Identify at-risk accounts through usage trends and drive recovery plans.
- Collaborate with Product, Engineering, Support, and Sales to improve the overall customer experience.
- Contribute to the development of customer success processes, playbooks, and AI-supported workflows.
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