Technical Account Manager

About Us

CipherHealth is an award-winning healthcare technology company that delivers a comprehensive portfolio of scalable and flexible patient engagement solutions for healthcare organizations to keep patients, staff, families and communities up to date and informed about their preventative, acute or elective care -- whether it is in a hospital, clinic, facility, at home or anywhere in between.

In this historic time, when the entire globe is facing a global healthcare crisis, CipherHealth is out in front helping hundreds of leading healthcare providers like UCSF, Johns Hopkins and University of Pennsylvania manage through this pandemic and beyond with solutions that enable them to deliver remarkable in-care experiences and impactful around-care engagement that empower patients and staff, reduce friction and waste, and drive best possible outcomes.

Technical Account Manager

As a Technical Account Manager, you will be a resource for our customers and a key technical resource internally. You will be responsible for solving end user support tickets, directly assisting nurses and doctors out in the field using CipherHealth applications. You will also have the opportunity to collaborate with different departments internally to improve the customer experience, to configure different product solutions, and to ensure projects are delivered on time. We are a highly collaborative, good-humored, and hardworking team who cares about using technology to improve patients’ lives.

Responsibilities

• Liaise with cross-functional teams within CipherHealth to ensure that customers’ requirements and issues are addressed in a timely manner
• Manage the customer’s technical needs at the executive and study engagement levels.
• Become a subject matter expert on CipherHealth solutions.
• Provide the voice of the customer to Product and Engineering to enhance the product offering.
• Develop processes and tools to scale operations.
• Document common procedures that your teammates can follow.
• Configure our solutions using the CipherHealth platform for different customer use cases.
• Create both customer-facing and internal collateral supporting our solutions. 
• Share on-call responsibilities with other team members to help meet 24/7/365 SLAs

Requirements

• Excellent problem-solving skills and an ability to break down complex concepts
• 4+ years experience in: B2B Enterprise Commercial, Technical Customer Support, Client/Partnership Services working directly with customers.
• Understanding of CRM systems (Salesforce Service Cloud a plus)
• A willingness to deliver our customers a superb support experience.
• Comfortable working and delivering on multiple technical projects simultaneously with various internal and external stakeholders
• Ability to think creatively and define (in technical terms) product, customer, and internal stakeholders’ needs
• Ability to work independently and make decisions under minimal supervision
• Excellent teamwork and written/verbal communication skills to both non-technical and technical teams

Nice-to-Have

• Experience working in SaaS based technologies 
• Strong understanding of Networking and Firewall, and Security
• Experience engaging with enterprise customers at the executive level.
• Experience working in an end-user facing support team
• Experience implementing data interfaces and integrations (SFTP, HL7, SSO, etc.)
• Excellent communication and project management skills, with a track record of handling multiple customers and streams of work.

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $30/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.