Technical Account Manager

Summary

Join us if you care to make a difference in healthcare. In this strategic role, the Technical Account Manager is responsible for proactively engaging, nurturing, and bringing success to our clients while also keeping Intelerad’s best interests at heart.

Requirements

• Bachelor’s degree in Business Administration, Computer or a related field, or an equivalent combination of training / certification / experience
• 3+ years of experience managing technical projects and/or complex programs in the Software Industry (preferably in healthcare IT) or equivalent
• Experience in Professional Services, Customer Success or Support field
• Proven ability to demonstrate the value of software products and professional services
• Ability to build relationships with clients at both the technical and executive levels
• Ability to communicate and build rapport with internal management and other company personnel
• Excellent English written and verbal communication, including the ability to work with all levels of internal and external organizations in an assertive manner

Responsibilities

• Become the key technical contact for largest Intelerad customers
• Become an expert in their workflows and the way our customers use the product
• Leverage technical abilities to enable customer growth, limit churn, and improve client satisfaction
• Configure new workflows or modify existing workflows based on customer needs
• Test new versions and features of our software for clients to improve upgrade experience
• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add
• Assess training needs, recommend delivery options and provide additional training to support clients’ self-sufficiency
• Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience

Preferred Qualifications

• 1+ years of experience with one of Intelerad's current products (Ambra, PACS, Clario, Lumedx, Digisonics, etc.) or similar imaging technologies in radiology / cardiology)
• Experience in mobilizing teams to drive the planned business outcomes
• Previous industry experience in healthcare IT Software is an asset