Technical Account Manager

Role Overview

• Build and maintain strong relationships with client stakeholders including technical leaders, architecture teams, and executive sponsors.
• Act as the primary point of contact for technical service delivery issues and escalations.
• Work with clients to understand their goals and translate them into service delivery plans and improvements.
• Lead regular service reviews, including discussions around platform health, incidents, and opportunities for improvement.
• Oversee the ongoing delivery of services including upgrades, integrations, monitoring, and support.
• Ensure services meet agreed performance, availability, and security expectations.
• Work with internal teams to improve visibility into system performance and operational metrics.
• Help coordinate platform or infrastructure changes to ensure minimal disruption to client services.
• Coordinate responses to major service incidents and help ensure issues are resolved quickly.
• Participate in change management processes to ensure updates are planned and communicated effectively.
• Support root cause analysis and help drive improvements to prevent recurring issues.
• Contribute to improving incident and operational processes.
• Work closely with engineering, product, and infrastructure teams to resolve issues and improve service performance.
• Promote accountability, collaboration, and continuous improvement across teams.
• Help identify opportunities to improve service reliability and operational efficiency.
• Identify potential service or operational risks and escalate when needed.
• Ensure services align with healthcare security, privacy, and compliance requirements.
• Support service reviews and improvement initiatives to maintain strong operational standards.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of experience in technical account management, service delivery, technical operations, or similar roles.
• Experience working with enterprise software platforms and supporting customer environments.
• Familiarity with cloud platforms and modern software delivery practices is beneficial.
• Experience working in regulated industries such as healthcare is preferred.
• Certifications such as ITIL, PMP, or cloud certifications (AWS, Azure, GCP) are advantageous.

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• PMP