Technical Account Manager

Orion Health•Danville, PA

About The Position

As the Technical Account Manager, you will oversee the delivery, reliability, and overall performance of services for a major Orion Health client based in Pennsylvania. You will ensure the successful maintenance, upgrades, and support of our software platforms while acting as a trusted client partner and key liaison between customers and internal engineering and operations teams. Success looks like You will work closely with Technical Operations, Engineering, and Service Operations teams to deliver high-quality service and continuously improve service delivery. Clients experience strong platform reliability and transparency, complex issues are addressed proactively, and service delivery processes continue to improve over time. The Orion Health Operations group supports leading healthcare organizations by delivering reliable platforms, proactive problem-solving, and a strong focus on customer success. This role reports to the VP, Delivery & Operations USA.

Requirements

Strong ability to understand technical systems and communicate effectively with both technical and business stakeholders.
Excellent relationship management and communication skills.
Strong problem-solving and analytical abilities.
Comfortable managing multiple priorities and working in fast-paced environments.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
7+ years of experience in technical account management, service delivery, technical operations, or similar roles.
Experience working with enterprise software platforms and supporting customer environments.

Nice To Haves

Familiarity with cloud platforms and modern software delivery practices is beneficial.
Experience working in regulated industries such as healthcare is preferred.
Certifications such as ITIL, PMP, or cloud certifications (AWS, Azure, GCP) are advantageous.

Responsibilities

Build and maintain strong relationships with client stakeholders including technical leaders, architecture teams, and executive sponsors.
Act as the primary point of contact for technical service delivery issues and escalations.
Work with clients to understand their goals and translate them into service delivery plans and improvements.
Lead regular service reviews, including discussions around platform health, incidents, and opportunities for improvement.
Oversee the ongoing delivery of services including upgrades, integrations, monitoring, and support.
Ensure services meet agreed performance, availability, and security expectations.
Work with internal teams to improve visibility into system performance and operational metrics.
Help coordinate platform or infrastructure changes to ensure minimal disruption to client services.
Coordinate responses to major service incidents and help ensure issues are resolved quickly.
Participate in change management processes to ensure updates are planned and communicated effectively.
Support root cause analysis and help drive improvements to prevent recurring issues.
Contribute to improving incident and operational processes.
Work closely with engineering, product, and infrastructure teams to resolve issues and improve service performance.
Promote accountability, collaboration, and continuous improvement across teams.
Help identify opportunities to improve service reliability and operational efficiency.
Identify potential service or operational risks and escalate when needed.
Ensure services align with healthcare security, privacy, and compliance requirements.
Support service reviews and improvement initiatives to maintain strong operational standards.