Technical Account Manager - Healthcare

Vasion

12d•Remote

About The Position

Vasion is hiring a Technical Account Manager to own the post-sales technical relationship with healthcare customers, including hospitals, health systems, and multi-site provider networks. The role focuses on keeping Vasion’s secure document, print, and content-workflow platform healthy, adopted, and growing after go-live. The position is remote, with travel of up to 20% indicated for confirmation. The Technical Account Manager proactively identifies technical risks, develops customer-agreed twelve-month technical plans, and helps healthcare IT teams prepare for changes such as EHR upgrades, new site openings, acquisitions, audits, and clinical change freezes. The role supports adoption of secure pull and badge-based printing, serverless print management, and EHR-connected workflows across shared clinical workstations and virtual desktops. The position leads technical escalations, coordinates Support and Engineering, verifies that fixes hold, manages service entitlements, coordinates Professional Services and partners, and provides Customer Success with technical input for renewals. It also identifies expansion opportunities, shares field feedback with Product and Engineering, and contributes reusable enablement materials. Success is measured by gross retention, early risk identification, adoption milestones, and influenced expansion ARR.

Requirements

3–5+ years of experience in technical account management, post-sales engineering, or senior technical support for SaaS or enterprise software.
Hands-on post-sales experience and sufficient technical depth to earn the trust of customer administrators.
A track record of owning enterprise accounts through renewal cycles and escalations.
Ability to engage technical owners and decision makers, with strong writing and presentation skills.
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent experience.
English language proficiency.
Experience with post-sales technical advisory, including health reviews, adoption planning, review delivery, escalation coordination, and communication from administrator to Director level.
Ability to read and critique customer deployment architectures, including multi-site and virtualized environments.
Troubleshooting knowledge of DNS, proxies, and firewalls.
Strong grasp of LDAP and SSO, including Microsoft Entra ID, Okta, and Ping, as well as badge and tap-to-authenticate workflows such as Imprivata.
Working knowledge of HIPAA and HITECH requirements as they apply to print and output management, and awareness of SOC 2 and ISO.
Knowledge of print, workflow, and output automation in cloud and hybrid environments; familiarity with EHR platforms such as Epic and Oracle Health/Cerner and related print and document patterns.
Familiarity with diagramming, bash and/or PowerShell, SQL basics, RESTful APIs, Jira, and AI-assisted workflows.

Nice To Haves

Additional language skills.
Experience working in a hospital or health-system IT organization, or supporting one as a vendor.
Hands-on exposure to EHR-connected printing, clinical workstation environments, or virtual desktop infrastructure.
Experience with healthcare compliance reviews and security questionnaires.
A track record of recovering an at-risk account.
Experience managing early-access or beta programs.

Responsibilities

Own the technical relationship across healthcare accounts, preventing risk, driving adoption, and supporting customer growth.
Anticipate deployment, adoption, and stability risks and provide recommendations that explain risks, likely impacts, and customer choices.
Own a twelve-month technical plan for each account, grounded in customer plans and constraints and agreed with the customer's technical owner.
Maintain a forward calendar of EHR upgrades and cutovers, new site openings, acquisitions, audits, and clinical change freezes.
Drive adoption of secure pull and badge-based printing, serverless print management, and EHR-connected print and document workflows.
Lead technical responses to account escalations, coordinate Support and Engineering, communicate consistently with customers, and verify fixes before closing incidents.
Manage entitlement consumption and coordinate Professional Services, Support, and partners.
Provide Customer Success with technical input to help protect renewals.
Identify expansion use cases, including document workflow and capture needs, and develop the technical case with Customer Success and Sales.
Share healthcare field insights with Product and Engineering and contribute runbooks, health-check templates, and reference architectures.

Benefits

Flexible work environment.
Vacation Bonus.
Flexible paid time off.
Paid parental leave.
Competitive pay.
A full suite of traditional benefits.
Training and advancement opportunities.
401(k) with company match and immediate vesting.
Financial wellness education.
Company-contributed HSA.
On-site perks including a gym, pickleball, snacks and drinks, an arcade, and a theater room.