Technical Account Managers (TAM) provide deep technical and product expertise to our strategic clients. They work closely with our clients and Client Operations Team to drive product adoption and coach our largest and most technical clients on best practices. Ultimately, our TAMs are a critical part of ensuring the success of our customers' technical strategies, creating a best-in-class customer experience, and maintaining revenue for our business.

As a Technical Account Manager, you need to be able to find the balance between the client’s requirements and the company’s capabilities, in order to work efficiently while delivering excellent customer service. Moreover, while our Client Operations Managers work directly with the client and pass on their business demands, TAMs need to have the soft skills to communicate proficiently, the business knowledge to translate the concepts into a more technical language and also the know-how to put those ideas into practice and deliver a functional project. Further, TAMs debug and consult on highly complex technical integrations, and collaborate with the Product & Engineering teams to surface feature requests that enhance the overall customer experience.

The ideal candidate has inherent enthusiasm and curiosity and generates the trust, confidence, and excitement essential for a great customer experience, while establishing credibility for ReferWell, its solutions and its brand. Success in this position will require drive and energy combined with knowledge of the product and attention to detail that delivers revenue growth and operational efficiency.

PRIMARY RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):

• Working proactively with strategic customers to develop a deep understanding of their business objectives and helping them achieve value in our products by conveying best practices and ensuring their product needs are met.
• By understanding customers’ requirements and desired outcomes, follow up as needed internally through the development and release cycles to ensure we meet and exceed them, monitoring the project and tasks to ensure we remain on track.
• Learning customers’ setup, typical workflows, goals, and how they can use our products or services to better serve their tasks and goals.
• Helping enterprise customers solve technical challenges as they arise, providing overall technical support before and after the sales process. In short, helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Influencing the future of our products by funneling feature requests, product enhancements, and bug fixes to the Product organization, and influencing our sales success by assisting sales and marketing with information about product specifications.
• Analyzing customer data to identify and propose new ideas and processes and to increase product adoption.
• Leading customer support to research, troubleshoot, diagnose, and resolve technical issues and communicating internally to answer technical or product questions.
• Leading custom training and demos as required to assist customers with product understanding and advice, including responses to technical customer support issues.
• Providing technical help and answers to Operations for customers that do not require direct communication.
• Acting as an advocate, quarterbacking the solving of complex technical issues when appropriate. You are the voice of the customer within the technical organization.
• Creating and maintaining a technical solutions library to provide customers and team members with guided and reusable solutions in the future.
• Monitoring common technical support questions and creating scripts for handling those support requests at scale.
• Writing and editing in-app notifications together with the assigned CS Ops representative.
• Explore and learn the latest technologies to provide new capabilities and increase efficiency, especially with EHRs (starting with Athena and Epic, then branching to other EHRs as well as other scheduling systems).

CANDIDATE PROFILE

• Results oriented, organized, efficient and a resourceful team player at ease in a dynamic collaborative environment.
• Skilled delivery of engaging, compelling product presentations, in small and large group settings.
• Excellent interpersonal and communication skills, including demonstrated comfort and finesse communicating with senior leadership teams internally and externally, both orally and in writing (proposals, emails, and presentations).
• Strong oral and written skills.
• Energy and passion for teamwork and collaboration.
• A willingness to roll up their sleeves and a get-it-done attitude. An arm-chair leader would not be a good fit for this position.
• The ability to deliver results in a fast-paced, metric-driven and changing environment.

EDUCATION, REQUIREMENTS, AND SKILLS

• You possess a bachelor’s degree in computer science, Information Technology, Engineering, or related field, or equivalent professional experience.
• 5 years of Technical Account Management or Professional Services SaaS experience with a technical product.
• Strong technical background including experience with systems architecture, RESTful
• API usage, webhooks, multiple development languages (JavaScript or Python preferred), and the fundamentals of computer science.
• Deep understanding of software integration and agile development lifecycle and processes.
• Knowledge of clinical/administrative workflows and experience in interoperability standards - HL7, Direct Messaging and FHIR in widely used EHRs such as Athena, Epic and others.
• Ability to use data and statistics to identify patterns, enriching your recommendations for process/product improvements.
• Strong communication and interpersonal skills including the ability to quickly build rapport. You should be motivated to help your clients and our team achieve their goals.
• Ability to simplify and communicate complex technical concepts to non-technical audiences and to explain concepts and solutions to technical advanced colleagues and customers.
• The capacity for creative problem solving and ability to create innovative solutions to meet complex customer needs.
• Experience with advocating for your customers’ needs within your organization and driving to solutions.
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications.
• Willingness to Travel on an as-needed basis to be on-site to support large client go-live events

ReferWell offers a comprehensive health plan and benefits plan. ReferWell is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, or genetic information.