Senior Technical Account Manager

About QGenda

At QGenda, we enable healthcare providers to focus on what’s most important, patient care! Serving more than 650,000 providers in over 4,000 healthcare organizations, we help our customers to make strategic workforce decisions and better manage healthcare provider capacity. We are growing extremely fast and are looking for the most ambitious, curious, and empathetic individuals who are committed to developing themselves and learning new skills! Come join us!

Position Summary 

Within our Customer Experience (CX) organization, we are looking for technically savvy individuals that 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 and desire to identify root causes of strange problems but find the most effective solutions to meet the customer’s need are who we are looking for!

As a Technical Account Manager (TAM), you will be the technical advisor throughout a customer’s lifecycle. You are a QGenda product expert and will leverage your knowledge to ensure our customers adopt and utilize QGenda 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. 

Responsibilities

As a critical member of the Customer Experience Team, you will serve as a trusted technical advisor that helps to design customer configurations post go-live, ensures adoption through providing outstanding post go-live customer support and identifies expansion opportunities. You will partner with Customer Experience Managers and Executives in supporting the customer.

Key Duties

• Provide technical support and respond to escalated support tickets for assigned 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 QGenda
• Contribute to knowledge-sharing activities by contributing to internal and external documentation, answering technical Q&A, iterating on best practices and by validating knowledge based article relevance
• Operate independently on assigned cases and projects, with mentorship and direction on only the most complex tasks
• Demonstrate expertise on technical topics by collaborating with CSM team to help prepare for business reviews 
• Manage and achieve key business metrics including CSAT, Response and Resolution Time, Productivity, Adoption, & Revenue Retention goals
• Collaborate with CSMs, QGenda Support, Product Liaison, and other teams to assist with technical issues raised by customers
• Work with sales to identify knowledge gaps or best practices for technical setups
• Execute team efficiency and effectiveness initiatives by working with other TAM Leadership
• Develop TAM personnel by supporting employee growth, and providing feedback to TAMs and their direct supervisors.
• Identify process improvement activities across the organization as a leader within the TAM Team
• Lead client onsite activities related to implementation, training, support, or post go-live updates.
• Adhere to all company policies, QGenda workflows, and case-entry requirements.

Knowledge, Skills, and Abilities:

• Communicate technical information effectively and in an understandable manner to non-technical audiences
• Demonstrate strong technical and problem solving skills that are leveraged by the team and wider organization as an internal SME
• Exhibit leadership abilities to mentor and develop department personnel
• 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
• Demonstrate ability to drive departmental initiatives with limited direction.
• Possess personal drive beyond expectation to provide additional value to the department and company

Requirements:

• 2-5 years of customer relationship management experience
• Bachelor’s degree required
• Ability to travel for customer meetings, conferences, and other industry events

Preferences:

• Engineering or other technical degree
• SaaS/Software technical configuration and service experience
• Success COACHING CCSM Level 1 and Level 2 certifications
• Experience/exposure to the healthcare market and IT ecosystem