Sr. Manager, Technical Account Management
About The Position
Redox is on a mission to accelerate healthcare's transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers. Opportunity & Impact This role is vital to maximizing the commercial return on this network, ensuring customer adoption translates into significant revenue retention and expansion. The Technical Account Management team is central to Redox's growth strategy. As the health tech industry evolves, the TAM team's primary function is to ensure that our customers successfully realize the full commercial value of the Redox platform, navigating technical standards to accelerate their time-to-market and maximize patient care reach. As a Senior Manager, you will lead a team of high-performing Technical Account Managers, shifting the focus from purely technical enablement to strategic, commercially-minded partnership. Your team will be responsible for developing shared, data-driven strategies that secure renewals, identify expansion opportunities, and increase the lifetime value of our enterprise, as well as scale customer accounts. You will leverage your deep healthcare, clinical workflow, and EHR knowledge not just for technical direction, but to proactively identify and recommend new solutions, integration scopes, and processes that lead directly to increased customer revenue and utilization of Redox.
Requirements
- Experience & People Leadership: 7+ years of professional experience, including 3+ years managing, coaching, and developing high-performing customer-facing teams.
- Revenue & Performance Track Record: Proven success leading high-performing teams focused on renewing, expanding, and growing enterprise accounts (Net Revenue Retention/Expansion experience is critical).
- Commercial Acumen: Strong business sense and experience translating technical value propositions into quantifiable business impact and return on investment (ROI) for customers.
- Franchise Building: Demonstrated success in developing customer accounts into long-term strategic franchises, proactively identifying and closing upsell and cross-sell opportunities.
- Healthcare Expertise: Deep EHR integration, workflow knowledge, and clinical understanding, used to drive solution adoption and maximize customer utilization.
- Leadership & Influence: Ability to inspire a culture of execution, commercial focus, and accountability while fostering strong internal and external collaborative relationships.
- Communication: Excellent executive-level communication, negotiation, and presentation skills focused on clearly articulating customer value.
Nice To Haves
- Prior experience in a commercial-facing technical leadership role within the healthcare or health-IT industry.
Responsibilities
- Own Company-Level KPIs: Directly responsible for maximizing Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through proactive account management and expansion initiatives, alongside managing CSAT.
- Expansion & Upselling: Proactively partner with customers to identify new integration needs, product adoption opportunities, and use cases that result in the expansion of services, scopes, and ultimately, increased contract value.
- Strategic Retention: Act as the executive sponsor for a portfolio of key accounts, ensuring continuous, high-value delivery to secure timely and successful contract renewals. Mitigate churn risk by maintaining deep alignment on the customer's long-term business and technical roadmaps.
- Team Leadership & Performance: Manage, mentor, and develop a team of Senior TAMs, instilling a strong focus on commercial outcomes, account growth, and proactive value demonstration. Ensure the team meets or exceeds targets related to revenue retention and account expansion.
- Customer Business Partnership: Serve as a trusted advisor, translating complex technical integration challenges and new interoperability standards into clear, financially-sound strategies for the customer's executive team.
- Internal Collaboration: Drive cross-functional alignment (Sales, Product, Engineering) to manage customer success plans and escalations, specifically where they impact the customer's time-to-value and future renewal potential.
- Product Utilization: Monitor industry trends and product enhancements to proactively guide customers toward utilizing new features that directly translate to operational efficiency and business growth.
Benefits
- 100% remote first culture (must be based in the US)
- Unlimited Flexible Time Off
- 15+ Observed Holidays
- Rest & R^Charge days (guaranteed a 3-day weekend each month)
- R^Charge (6 weeks paid sabbatical + stipend)
- 401k match 50% for up to 8% on Day 1
- Medical/Dental/Vision Benefits on Day 1
- HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
- Paid Parental Leave (16 weeks)
- Productivity Stipend & Wellness Fund
- Redox Issued MacBook
- Virtual and/or in-person Team & Company Events
- Stock Options
- Employee Referral Bonus Program
- Recognized as CB Insights Top 150 Most Promising Digital Health Startups in the WORLD & named Top 10 Trending Startups for 2022 Health-Tech companies on Wellfound (formerly AngelList Talent) !
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
