Technical Account Manager, Credentialing

QGenda • Atlanta, GA

11d • Hybrid

About The Position

Within our Customer Experience (CX) organization, we are looking for customer-focused individuals who want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to identify root causes of strange problems but find the most effective solutions to meet the customers’ needs are who we are looking for. As a Technical Account Manager (TAM) on the Credentialing team, you will be the trusted technical advisor throughout a customer's lifecycle. You are a QGenda Credentialing product expert and will leverage your knowledge to ensure our customers adopt and utilize the QGenda Credentialing platform to its fullest potential. You will work closely with the Customer Success Manager (CSM) as well as every other team within QGenda, from Sales and Product Engineering, to Implementation and Customer Support.

Requirements

• Able to communicate technical information effectively and understandable to non-technical audiences
• Self-Starter, resourceful, and proactive in identifying and solving problems and building sustainable solutions to prevent issue recurrence
• Adept at moving quickly between low-level execution and high-level strategic technical thinking
• Proven ability to interact across organizations to ensure outstanding service is delivered to customers
• Able to travel (up to 20%) for customer meetings, conferences, and other industry events
• 1 to 2 years of experience with provider credentialing
• 1 to 2 years of experience with customer support or customer relationship management
• Bachelor's Degree is desirable but not required; Credentialing, Engineering, or other technical degree preferred
• SaaS/Software technical configuration and service experience
• Experience/exposure to the Healthcare market and IT ecosystem
• Strong technical communication skills, both written and verbal
• Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

Nice To Haves

• Success COACHING CCSM Level 1 and Level 2 certifications

Responsibilities

• Provide technical support and respond to escalated support tickets for QGenda Credentialing customers
• Participate in ongoing planning, implementation and optimization of automated workflows to drive scalable customer success activities and customer support
• Assist in the onboarding of customers to QGenda by providing organized training to admins and end users to ensure customers maximize the power of the QGenda Credentialing platform
• Build and maintain deep technical expertise in the QGenda Credentialing platform; serve as a subject matter expert on new features as they are released, and deliver training on those capabilities to both internal and external audiences.
• Demonstrate expertise on technical topics by collaborating with the Customer Success team to help prepare for business reviews
• Manage and achieve key business metrics including CSAT, Response and Resolution Time, Productivity, Adoption and Revenue Retention goals
• Collaborate with Customer Success, QGenda Support, Product Liaison and other teams to assist with technical issues raised by customers
• Provide effective feedback to team members and their respective supervisors
• Adhere to existing best practices and offer input to establish new or update existing best practices
• Lead client onsite activities related to implementation and preparation for go-live
• Adhere to all company policies, QGenda workflows and case entry requirements
• Ability to interact across organizations to ensure outstanding service is delivered

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree