Technical Account Manager (Integrated Care)

PointClickCare

12d•$100,000 - $110,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care. As a leading health tech company, we empower our employees to innovate and shape the future of healthcare. With a vast dataset and a Marketplace of integrated partners, our platform serves numerous provider organizations, making a difference in millions of lives. We reinvest significantly in research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. Our hiring practices uncover AI expertise, and we invest in training and development to nurture innovation. For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Requirements

Proven work experience in a TAM, Project Manager or similar client facing role
Experience dealing with large customers and complex support issues
Strong customer orientation and service skills
Proven ability to build rapport, trust, and respect with customer contacts at any level – from tactical to executive
Solid technical background with hands on experience in digital technologies
In-depth knowledge of the healthcare industry
An ability to grasp customers' business objectives
Engaged, pro-active and driven
Excellent verbal and written communication skills
Strong presentation skills
Strong analytical and problem-solving skills
Team player and able to work independently without supervision
Ability to influence, coordinate and interact internal and external stakeholders

Responsibilities

Understanding client’s business and technical requirements
Proactively identifying and driving improvements that increase stability and scale of technical infrastructure
Proactive, solution-oriented problem solving, ensuring effective platform adoption
Conducting periodic meetings in conjunction with the Customer Success Manager to ensure on-going satisfaction and to maintain visibility of any technical projects
Providing answers to customer inquiries and managing a diverse and complex scope of support issues that go beyond help Desk questions
Using a deep understanding of the customer’s build to anticipate downstream impacts of changes and proactively mitigate risk associated with updates or changes
Developing action plans in collaboration with Customer Success Manager
Helping to identify opportunities to improve/optimize existing processes
Identifying and analyzing underlying trends and helping with root cause analysis
Acting as a direct point of escalation for high impact Support cases and/or projects
Ensuring clients have early visibility into product releases and roadmap
Providing customer feedback and potential opportunities to relevant internal groups