Technical Account Manager (Integrated Care)

PointClickCare

5d•$100,000 - $112,000•Remote

About The Position

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company thatâs founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canadaâs Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare â so it doesnât just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. Job Summary: The Technical Account Managerâs (TAM) key objectives are to proactively enhance the quality of service and to help clients better leverage the Long-Term & Post-Acute Care and Acute & Payer solutions. Teamed with the Customer Success Manager and the Support Team, the TAM acts as a technical liaison between the client and the organization, facilitating the communication, advocating on clientâs behalf, and ensuring the right stakeholders are engaged in any project, communication and decision making. They are strong members of the Customer Support organization and report to the Manager, Technical Account Management

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 â 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 clientâs 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 customerâs 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