Altera Digital Health Canada is hiring a
Expert Technical Account Manager in Canada

Summary

The Technology Account Manager is a remote role in Canada responsible for managing day-to-day client operations, serving as a technology advisor, ensuring customer needs are met, maintaining performance monitoring, and acting as an escalation point for hosted clients. The individual will also manage internal workstreams and maintain strong analytical, problem-solving, communication, client focus, adaptability, and organizational skills.

Requirements

• Bachelor’s degree or equivalent/years of experience required
• 4-7 years relevant work experience (Preferred)
• High level technical experience and understanding
• Strong analytical, problem solving, and conceptual skills
• Excellent oral and written communication skills, with the ability to communicate to various levels of management
• Strong client focus. Ability to work well with clients of varying levels of technical expertise in high-pressure situations and complex environments
• Ability to work proactively and with minimal supervision
• Excellent customer service. Ability to apply and adapt organization skills based upon the evolving needs of the business
• Ability to adapt to changing business processes, technologies, and environments
• Multi-team coordination and planning for managing client deliverables and events

Responsibilities

• Manages our technology client relationship including daily communications, weekly status meetings, and monthly KPI/SLA reporting to executives
• Ensures all Hosting customer issues are satisfactorily resolved utilizing support teams as needed
• Maintains and delivers regular program status updates and service performance via the customer dashboard
• Serves as liaison between application technology vendors, internal IS groups, and business partners
• Acts as a technology escalation point for our Hosted clients
• Documents client’s processes and procedures incorporating lessons learned to ensure client success
• Manages internal workstreams for their subset of clients (decommissions, right-sizing, security, best practices)
• Leverages performance monitoring tools for proactive issue identification and resolution
• Ensures adherence to contractual obligations
• Correctly sets operational expectations with customers
• Analyzes data with an understanding of data trends and presents findings
• Change Control coordinating service maintenance or enhancements to minimize business impact
• Accountable/Responsible for Hosting client experience and satisfaction
• Oversees project deliverables, general project status, and operations readiness

Preferred Qualifications

• Azure Fundamentals AZ900
• Working knowledge of monitoring tools such as Azure Monitor, Logic Monitor, AppD, Grafana and others

Benefits

Travel up to 50% may be required