Client Account Representative
About The Position
As a member of the Healthcare Solutions team and under the supervision of a manager, an Account Manager is responsible for servicing and supporting Inmar's healthcare clients who use proprietary solutions such as RASMAS, RXTransparent, and MedEx TraySafe. The MedEx TraySafe solution is a comprehensive management system for hospital pharmacies addressing medication tray, cart, and delivery issues including delays, missing items, and diversion prevention. This role requires not only client relationship management but also technical expertise in Linux/Ubuntu environments, TraySafe kiosk/mobile system support, and troubleshooting hardware/software integrations. An Account Manager must understand the underlying technology (servers, kiosks, cameras, Zebra printers, CUPS, and networking) to provide effective support. They collaborate across teams (Sales, Development, Engineering, Strategy) to grow the business, ensure high adoption rates, and resolve technical issues through troubleshooting, remote support, and client training.
Requirements
- Associate’s degree (Bachelor’s preferred) OR equivalent combination of training/experience.
- 3–5 years of work experience in hospital pharmacy, SaaS technical support, or healthcare IT.
- Linux/Ubuntu administration experience (config files, terminal commands, docker management).
- Proficiency in network troubleshooting (static/DHCP, DNS, SSL certificates, VLANs).
- Experience with Zebra printers, CUPS, and healthcare device integration.
- Intermediate-level proficiency with Microsoft Office, Google Suite, Adobe.
- Familiarity with Salesforce CRM.
- Ability to translate technical concepts into non-technical language for clients.
Responsibilities
- Account Management & Client Support Establish, develop, and maintain strong relationships with designated clients.
- Provide Level 1 client support (Phone/Email); escalate technical issues to Sr. Account Manager/Engineering as needed.
- Facilitate Health Checks (business reviews) annually with clients to ensure adoption and identify areas for improvement.
- Document all client engagements in Salesforce CRM.
- Client Onboarding: Facilitate the onboarding process of new clients within 90 days.
- Configure TraySafe mobile and kiosk devices, including iPad/iPhone MedEx app setup.
- Provide remote webinar and on-site trainings for end users, technicians, and admins.
- Assist with network and device setup (static/DHCP IPs, CUPS printer setup, SSL, Ubuntu YAML networking configs).
- Technical & Systems Support: Troubleshoot Linux/Ubuntu-based TraySafe kiosks and servers, including: Network configurations (/etc/netplan, /etc/network/interfaces).
- CUPS printer configuration and Kerberos/CUPS errors.
- Zebra printer setup and calibration.
- Camera calibration, focus, replacement, and USB hub reconfiguration.
- Docker container restarts, logs, and updates (auto_medexpull, traysafeimagepull).
- Hardware configuration updates (motherboard files, cusbi commands for cameras).
- Perform soft coding/system file edits (YAML configs, host files, motherboard files, docker configs).
- Use diagnostic tools such as ifconfig, lsusb, ping, pm2, and docker logs to verify system health.
- Collaborate with engineering “sweeper” teams for escalated troubleshooting.
- Healthcare Solutions Program Support: Perform UAT testing for software releases and hardware rollouts.
- Communicate feature requests to Product Owners.
- Support medication formulary and NDC setup in TraySafe.
- Assist with tray configuration, cart/location tracking, and expiration monitoring.
- Administrative & Reporting: Prioritize and manage multiple support tasks within defined SLAs.
- Run and schedule reports (e.g., tray expirations, recalls).
- Maintain accurate technical records for system configurations and troubleshooting.
Benefits
- Medical, Dental, and Vision insurance
- Basic and Supplemental Life Insurance options
- 401(k) retirement plans with company match
- Health Spending Accounts (HSA/FSA)
- Flexible time off and 11 paid holidays
- Family-building benefits, including Maternity, Adoption, and Parental Leave
- Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
- Wellness and Mental Health counseling services
- Concierge and work/life support resources
- Adoption Assistance Reimbursement
- Perks and discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
