Understanding client’s business and technical requirements
Proactively identifying and driving improvements that increase stability and scale of technical infrastructure
Proactive, solution-oriented problem solving, ensuring effective platform adoption
Conducting periodic meetings in conjunction with the Customer Success Manager to ensure on-going satisfaction and to maintain visibility of any technical projects
Providing answers to customer inquiries and managing a diverse and complex scope of support issues that go beyond help Desk questions
Using a deep understanding of the customer’s build to anticipate downstream impacts of changes and proactively mitigate risk associated with updates or changes
Developing action plans in collaboration with Customer Success Manager
Helping to identify opportunities to improve/optimize existing processes
Identifying and analyzing underlying trends and helping with root cause analysis
Acting as a direct point of escalation for high impact Support cases and/or projects
Ensuring clients have early visibility into product releases and roadmap
Providing customer feedback and potential opportunities to relevant internal groups

Proven work experience in a TAM, Project Manager or similar client facing role
Experience dealing with large customers and complex support issues
Strong customer orientation and service skills
Proven ability to build rapport, trust, and respect with customer contacts at any level – from tactical to executive
Solid technical background with hands on experience in digital technologies
In-depth knowledge of the healthcare industry
An ability to grasp customers' business objectives
Engaged, pro-active and driven
Excellent verbal and written communication skills
Strong presentation skills
Strong analytical and problem-solving skills
Team player and able to work independently without supervision
Ability to influence, coordinate and interact internal and external stakeholders

Technical Account Manager – Integrated Care

Key skills