Technical Account Manager
Altegra Health
Richmond, BC
1d ago

Transforming the future of healthcare

isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

What will I be responsible for in this job?

The Technical Account Manager is responsible for driving customer satisfaction and proactively managing the support relationship with large enterprise customers.

The Technical Account Manager is both a technical and strategic advisor, providing technical guidance and consulting, as well as the management of support projects and other improvement initiatives.

  • Manage the overall Customer Success relationship with large, complex enterprise-level customers
  • Collaborate with front-line support managers to manage the resolution of complex technical issues
  • Build and maintain a strong working relationship with key customer and internal stakeholders
  • Act as key point of contact / escalation contact for assigned customers
  • Communicate with all levels of the customer organization as required
  • Conduct regular conference calls to review and prioritize outstanding issues
  • Regularly review open service requests and engage appropriate internal resources as necessary. Drive escalation and follow up with appropriate resources to facilitate timely resolution
  • Seek out opportunities to increase customer satisfaction. Work with customers to help them achieve their longer term or strategic objectives
  • Develop workflows and oversight strategies that successfully predict, avoid and ultimately reduce customer escalations.
  • Provide ongoing support updates to customers on the effective use of our applications through new products, services and training information
  • Utilize tools, monitoring platforms and available metrics to seek out and execute on opportunities to optimize our products and services for our customers.
  • Understand the context and advocate for customer requested enhancements / defects / escalated concerns
  • Provide updates, executive summaries, and guidance to our executive team and other internal stakeholders as required
  • May include onsite presentations for assigned customers
  • What are the requirements?

  • Minimum of 5 years in technical support environment
  • Minimum 1-2 years of experience in customer account management or project management role
  • Previous experience with Change Healthcare Radiology or Change Healthcare Cardiology Applications
  • Bachelors degree or equivalent work experience.
  • What other skills / experience would be helpful to have?

  • Experience working on large, complex projects and customers
  • Technical Knowledge of hospital system environments and workflow is an asset
  • What critical skills are needed for you to consider someone for this position ?

  • Strong technical aptitude. Ability to form a high level understanding of complex technical issues.
  • Strong organizational skills with an ability to manage competing customer demands
  • Effective escalation management skills
  • Excellent analytical capabilities to breakdown complex technical tasks into executable and measureable steps
  • Creative problem solver; able to accomplish goals through a variety of processes and tools
  • Strong communication (both written and oral), able to tailor message format and content to specific audience
  • Must be a team player, flexible self-starter, and have a strong can-do attitude. Able to anticipate and resolve complex issues.
  • Experience with escalation management
  • How much should I expect to travel?

  • Minimal if any
  • Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

  • Posted 30+ Days Ago
  • About Us

    Change Healthcare is inspiring a better healthcare system. Working alongside our customers and partners, we leverage our software and analytics, network solutions, and technology-

    enabled services to enable better patient care, choice, and outcomes of scale. As a key catalyst of a value-based healthcare system, we are accelerating the journey toward improved lives and healthier communities.

    Please be advised that Change Healthcare has become aware of suspicious activities whereby unknown, non-Change Healthcare-

    affiliated groups are using the Change Healthcare name and logos in employment scams. Click here to find out more about employment scams.

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