Director, Technical Account Management

Healthie•New York, NY

4d•$180,000 - $210,000•Hybrid

About The Position

Healthie is seeking a Director, Technical Account Management to build and lead the Technical Account Management (TAM) function. Healthie is an AI-Native, ONC Certified EHR platform for modern outpatient healthcare, powering over 40,000 providers and serving millions of patients. The company's API-first platform infrastructure supports complex integrations and scalability for fast-growing healthcare organizations. This role is crucial for maintaining technical partnerships with large, technical customers who build on Healthie's APIs and integrate it into their technology ecosystems. The TAM function is critical for customer success and scalability. This is a player-coach role with significant ownership. Initially, the Director will work directly with strategic customers, build the operating model, technical success practices, tooling, and engagement model for TAM at Healthie. Over time, they will hire and develop a high-performing team of TAMs and scale the function. The role involves close collaboration with Customer Success, Implementation, Solutions Engineering, Support, Product, and Engineering teams, and regular engagement with customer CTOs, engineering leaders, and technical teams. TAMs will own the long-term technical health and strategy of key customers, understanding their Healthie architecture, identifying technical risks, architecting for scale, and ensuring cross-functional alignment on technical strategy. The role offers the opportunity to define and build the TAM function at Healthie, leveraging AI-enabled and AI-accelerated development practices.

Requirements

8+ years of experience in customer-facing technical roles (e.g., Technical Account Management, Solutions Engineering, Customer Engineering, technical Implementation).
Experience leading or building a TAM or technical customer success function.
Experience supporting complex enterprise customers on an API-first or highly extensible SaaS platform.
Comfort reasoning through APIs and integrations, HTTP behavior, authentication and authorization, webhooks, data flows, logs, and system architecture.
Excellent technical problem-solving skills: ability to take an ambiguous customer problem, form and test hypotheses, use data to isolate issues, and distinguish platform issues from configuration, architecture, or customer-side problems.
Ability to move seamlessly between technical and executive audiences.
Proven ability to build systems, playbooks, instrumentation, processes, or product improvements to prevent recurring problems.
Experience leading through influence, bringing together cross-functional teams around customer outcomes.
Experience leading and developing high-performing technical customer-facing teams (hiring, coaching, setting performance bars, building systems and culture).
Comfort with ambiguity and defining new models and standards.
U.S. work authorization is required.

Nice To Haves

Experience in healthcare technology, EHRs, health-data integrations, or another regulated environment.
Familiarity with GraphQL, SQL, Rails, React, TypeScript, Postgres, Redis, or similar technologies.

Responsibilities

Build and lead the Technical Account Management function at Healthie.
Define the partnership model for TAM with strategic customers.
Work directly with a small number of strategic customers, understanding their technical architecture and needs.
Build the operating model, technical success practices, tooling, and engagement model for TAM.
Hire and develop a high-performing team of TAMs over time.
Scale the TAM function across the strategic customer base.
Collaborate closely with Customer Success, Implementation, Solutions Engineering, Support, Product, and Engineering teams.
Regularly engage directly with customer CTOs, engineering leaders, product leaders, and technical teams.
Own the long-term technical health and strategy of key customers.
Develop a deep understanding of how customers have built on Healthie.
Identify technical risk before it becomes an incident.
Help customers architect for scale.
Ensure the right Healthie teams are working together against a coherent technical strategy.
Define what great Technical Account Management looks like at Healthie.
Build the team and systems to deliver TAM at scale.
Actively leverage AI-powered development tools and embrace automation.
Help teams adopt modern, AI-assisted engineering practices.