Technical Account Manager

Healthie•New York, NY

8h•Hybrid

About The Position

We're hiring a Technical Account Manager (TAM) to join Healthie's Customer Management team. As a TAM, you'll own the ongoing technical relationship for a defined book of Strategic accounts: advising on architecture, integrations, and API usage; spotting risk before it becomes a support ticket; and acting as the connective tissue between the customer and Healthie's Solutions Engineering, Support, and Forward Deployed Engineering teams. The TAM should own the customer’s long-term technical success, not just their technical relationship. Your Customer Success Manager (CSM), Customer Implementation Manager (CIM), and Technical Account Manager (TAM) operate as one Customer Management team for our top Strategic customers. While the CSM leads the overall account strategy and business relationship and the CIM leads implementation, you own the technical relationship and strategy — serving as the customer’s trusted technical advisor, proactively driving technical health, adoption, scalability, and long-term success on Healthie. This is a hybrid relationship-and-technical role. You should be just as comfortable leading a technical account review with a customer's engineering leadership as you are troubleshooting and sharing technical best-practice recommendations pulled from patterns seen across the broader customer base. At Healthie, we are AI-enabled and AI-accelerated in how we build. We expect TAMs to leverage AI to accelerate analysis, documentation, troubleshooting, customer preparation, and knowledge sharing while maintaining strong technical judgment.

Requirements

4+ years of experience in a customer-facing technical role — Technical Account Management, Solutions Engineering, Implementation, or a senior Support Engineering track — supporting enterprise or strategic accounts, ideally at a SaaS or API-first platform company.
Genuine hands-on technical ability: you're comfortable reading and reasoning about API requests/responses, debugging integration issues, and writing or reviewing enough SQL to pull and interpret account-level data yourself rather than asking someone else to run the query.
Strong technical troubleshooting instincts and the confidence to interface directly with engineering teams — you know when to go deep yourself and when to bring in a specialist.
Excellent written and verbal communication: you can translate technical nuance into a business-credible narrative for a customer's leadership team, and translate business context back to engineers just as fluently.
Comfortable navigating ambiguity and making thoughtful technical recommendations without having every answer immediately available.
Willingness to travel as needed for customer meetings, team collaboration, and company events.
An operations-savvy, proactive mindset — you default to building a playbook instead of re-solving the same problem for every account, and you'd rather flag a risk early than explain it away after the fact.
A track record of owning relationships end to end, not just answering the question in front of you — you want to be measured on the technical health of your accounts, not ticket volume.

Nice To Haves

experience with our tech stack (Rails, React, Typescript, GraphQL), as well as supporting technologies like Postgres, Redis, and Sidekiq
experience in healthcare technology, EHR/health-data integrations, or another regulated, API-first SaaS platform.

Responsibilities

Own a defined book of Strategic accounts as their dedicated, standing technical point of contact — building deep, lasting knowledge of their architecture so every conversation starts from context, not a recap.
Monitor account health, product adoption, API utilization, and technical trends to proactively identify risks and opportunities before customers raise them.
Lead recurring architecture reviews and technical roadmap discussions with customer engineering leadership.
Guide customers on scalable technical architecture, API strategy, workflow optimization, and integration best practices. Troubleshoot technical issues when appropriate, partnering with Solutions Engineering and Support on deeper platform questions.
Serve as the primary technical thought partner during Implementation, shaping the technical plan from day one so customers go live with confidence.
Partner with customers to design scalable technical workflows that align Healthie’s platform capabilities with their operational goals.
Coordinate with Support (reactive troubleshooting and break/fix), Solutions Engineering (deep platform expertise), and Forward Deployed Engineering (bespoke builds), so each customer experiences one coordinated technical strategy instead of three disconnected ones. Own the technical relationship even when work is executed by another team.
Produce reusable, customer-facing content — implementation guides, best-practice playbooks, runbooks — so a solution you find for one account scales to benefit others.
Build reusable technical knowledge internally by documenting customer architectures, implementation decisions, and repeatable patterns that improve future customer engagements.
Influence Healthie’s product roadmap by synthesizing customer technical feedback, recurring implementation patterns, and integration pain points into actionable recommendations for Product and Engineering.
Partner tightly with each account’s CSM/CIM to develop and execute a coordinated technical strategy, giving customers a consistently strong technical presence throughout the relationship.
Build trusted relationships with customer technical leaders, serving as a strategic advisor rather than simply a technical resource.