Expert Technical Account Manager

Veradigm•Raleigh, NC

About The Position

Develops, manages, and maintains relationships with complex and/or high-value clients to ensure their technical needs and expectations are met and/or exceeded. Serves as a trusted strategic advisor, providing technical expertise and guidance to help clients achieve their business goals through the effective use of the company's products and services. Ensures that technical solutions are performing optimally, helping with system architecture, troubleshooting, and optimization. In close collaboration with Customer Success Managers (CSMs), aligns sales and customer success strategies to enhance the overall client experience. Oversees technical projects and incident resolution, advocates for customer needs internally, and contributes to strategic account planning. Provides regular performance reviews and reporting to drive continuous improvement and long-term value.

Requirements

7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience
1-2 years experience with healthcare and/or financial products in a sales, services, consulting or client management environment
1-2 years previous project and/or customer management experience
In-depth understanding of Veradigm's products and services, including architecture, deployment, and integration
Customer success and account management principles with the ability to build and nurture strong, long-term client relationships while leveraging and applying a deep understanding of business principles to strategic client engagements
Relationship-building and client engagement skills at both strategic and operational levels.
Ability to serve as a trusted advisor, particularly at the highest levels of client leadership, guiding clients toward optimal use of technical solutions
Knowledge of system infrastructure, cloud environments, networking, and security
Comprehensive knowledge of clients' business operations and how Veradigm products can address their needs.
Skilled in identifying upsell opportunities
Experience with project management methodologies (e.g., Agile, Scrum, or Waterfall).
Ability to manage technical projects and incidents, ensuring timely resolution and clear communication
Incident management and root cause analysis processes.
Knowledge of healthcare Industry-specific regulations and standards
Technical troubleshooting and problem-solving skills across complex systems
Effective communication and presentation skills, especially when translating technical concepts to non-technical stakeholders
Cross-functional collaboration skills, especially with Customer Success, Hosting, Product, and Engineering teams
Ability to conduct data analysis and reporting, including the ability to synthesize performance metrics and trends
Ability to conduct training and enablement, including conducting workshops and product education sessions
Time and priority management skills, especially when handling multiple accounts and projects
Ability to advocate for customer needs, influencing product and operational decisions.

Responsibilities

Builds and maintains strong, long-lasting relationships with clients by understanding their business needs and technical requirements.
Serves as a strategic advisor to clients, offering insights and recommendations on how to leverage the company's technical products and services to achieve their business objectives.
Leverages expert-level understanding of the company's products and services, staying updated on new features and enhancements.
Coordinates and manages complex technical projects, ensuring completion on time and within budget.
Conducts training sessions and workshops for clients to maximize clients' utility of Veradigm's products.
Identifies technical features, defects, customer experience trends and common themes within assigned customer portfolio.
Serves as a client advocate to influence product priorities and operational investment.
Provides expert-level input on initiatives with CSMs and other Veradigm stakeholders to best meet client needs, strategies, and initiatives to enhance overall client satisfaction and success.
Actively cultivates customer advocates for references, referrals, case studies, and testimonials.