Technical Account Manager

Valsoft Corporation

6d•$60,000 - $75,000•Remote

About The Position

Vocantas is looking for a Technical Account Manager to become the main go-to person for a portfolio of healthcare customers. This role combines account ownership, hands-on technical support, and customer success: you’ll manage day-to-day customer relationships, handle Level 1 and Level 2 support needs, and coordinate with internal teams when more advanced issues require escalation. You’ll also have an opportunity to improve how the team operates by spotting gaps, suggesting practical solutions, and helping build stronger customer success processes as the organization evolves.

Requirements

3–5 years of experience in Technical Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS environment.
Comfortable troubleshooting and resolving Level 1 and Level 2 technical issues, identifying root causes, and knowing when an issue requires escalation.
Experience independently managing customer relationships, escalations, renewals, and onboarding initiatives.
Strong project management and organizational skills, with the ability to manage multiple priorities at once.
Experience working cross-functionally with Product, Engineering, Support, and Sales teams.
A proactive, solution-oriented mindset: you notice what is not working, bring forward ideas, and follow through on improvements.

Nice To Haves

Experience working in healthcare SaaS environments.
Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools.
Experience working within organizations where processes and tooling are actively evolving.

Responsibilities

Serve as the primary point of contact for customers in your portfolio throughout the full customer lifecycle.
Build strong customer relationships through proactive communication, regular engagement, and a clear understanding of each customer’s needs.
Lead structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future priorities.
Track customer commitments, open action items, and internal follow-ups through to completion.
Act as the first point of contact when customers in your portfolio experience an issue or need assistance.
Own and resolve Level 1 and Level 2 support tickets, including initial troubleshooting and investigation.
Escalate more complex technical issues to the appropriate Support, Product, or Engineering teams, providing the context needed to move the issue toward resolution.
Manage customer escalations and sensitive situations with clear communication and consistent follow-through.
Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support.
Identify at-risk accounts early through customer feedback, usage trends, and engagement patterns, and proactively drive recovery plans.
Look for gaps, inefficient processes, or recurring customer issues and bring forward practical solutions to improve how the team works.
Collaborate closely with Product, Engineering, Support, and Sales to address customer needs and improve the overall customer experience.
Contribute to the development of customer success processes, playbooks, and AI-supported workflows.