Account Manager - US (Remote, ET Timezone)

Ibex Medical Analytics • Boston, MA

8d • Remote

About The Position

Ibex Medical Analytics develops artificial intelligence solutions for cancer diagnostics. The Technical Account Manager owns end-to-end customer relationships across technical and business dimensions, from onboarding and implementation through ongoing operation, adoption, value realization, and expansion. The role serves as a trusted technical partner and primary point of contact for assigned customers, ensuring successful deployment, operation, adoption, and use of Ibex solutions. It involves working closely with customer stakeholders and collaborating with Product, R&D, Sales, and Support to drive customer success and improve the customer experience. This is a US-based remote role requiring availability during US Eastern Time Zone hours and approximately 25% travel.

Requirements

• Bachelor’s or Master’s degree.
• At least 3 years of hands-on experience as a Technical Account Manager, Technical Implementation Manager, or similar customer-facing technical role within Digital Pathology, IMS, EHR, or healthcare IT.
• Experience owning the full customer lifecycle, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth.
• Experience managing customer relationships and account health, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention.
• Ability to lead change in clinical environments, including supporting transitions from analog to digital workflows.
• Strong relationship-building, communication, and presentation skills, including the ability to engage senior and C-suite hospital stakeholders and communicate technical and clinical value.
• Knowledge of cloud-based solutions and IT infrastructure.
• Knowledge of healthcare data privacy and compliance, including HIPAA.
• Hands-on, proactive, and collaborative approach, with excellent written and verbal English.
• US-based remote availability during US Eastern Time Zone hours and willingness to travel approximately 25%.

Nice To Haves

• Experience with Digital Pathology workflows and integrations.
• Additional languages.

Responsibilities

• Own assigned customer accounts end-to-end across technical account management and customer success throughout the customer lifecycle.
• Lead customer onboarding and implementation, including solution deployment, configuration, integrations, and coordination of technical activities across internal and customer teams.
• Serve as the primary point of contact for assigned customers and build trusted relationships with technical, operational, and business stakeholders.
• Drive customer adoption and value realization by understanding workflows and needs, monitoring usage and engagement, and identifying opportunities to improve outcomes.
• Own account health, identify potential risks early, develop mitigation plans, and help customers remain successful and engaged.
• Monitor system performance and product usage and work with customers and internal teams to optimize system operation and user experience.
• Coordinate technical issue resolution with Support, Product, and R&D, including prioritization, communication, and follow-through with customers.
• Provide hands-on technical support when needed, including troubleshooting, investigation, and guidance on system usage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level