About Your Role

Within our Customer Experience (CX) organization, we are looking for customer-focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to identify root causes of strange problems but find the most effective solutions to meet the customers needs are who we are looking for.

As a Technical Account Manager (TAM) on the Credentialing team, you will be the trusted technical advisor throughout a customer’s lifecycle. You are a QGenda product expert and will leverage your knowledge to ensure our customers adopt and utilize QGenda to its fullest potential. You will work closely with the Customer Success Manager (CSM) as well as every other team within QGenda, from Sales and Product Engineering, to Implementation and Customer Support. How You’ll Make an Impact

Provide technical support and respond to escalated support tickets for assigned customers

Participate in ongoing planning, implementation and optimization of automated workflows to drive scalable customer success activities and customer support

Assist in the onboarding of customers to QGenda by providing organized training to admins and end users to ensure customers maximize the power of QGenda

Build and maintain essential technical knowledge of QGenda, becoming a source of knowledge and expert on new product features with the availability of QGenda, becoming a source of knowledge and expert on new product features with the availability to train internally and externally on those features

Demonstrate expertise on technical topics by collaborating with CSM team to help prepare for business reviews

Manage and achieve key business metrics including CSAT, Response and Resolution Time, Productivity, Adoption and Revenue Retention goals

Collaborate with CSMs, QGenda Support, Product Liaison and other teams to assist with technical issues raised by customers

Provide effective feedback to team members and their respective supervisors

Adhere to existing best practices and offer input on establishing new or updating existing best practices

Lead client onsite activities related to implementation and preparation for go-live

Adhere to all company policies, QGenda workflows and case entry requirements

Who You Are

Able to communicate technical information effectively and understandable to non-technical audiences

Proactive in identifying and solving problems and build sustainable solutions to prevent recurrence

Adept at moving quickly between low level execution and high-level strategic technical thinking

Proven ability to interact across organizations to ensure outstanding service is delivered to customers

Experience You Bring

Bachelor’s Degree required, Engineering or other technical degree preferred

1-3 years of customer relationship management

Ability to travel for customer meetings, conferences, and other industry events

Ability to interact across organizations to ensure outstanding service is delivered

Strong technical communication skills, both written and verbal

Not Required, But Nice to Have

SaaS/Software technical configuration and service experience

Success COACHING CCSM Level 1 and Level 2 certifications

Experience/exposure to Healthcare market and IT ecosystem

$95,000 — $152,500/year