Role Description
The Sr Technical Account Manager (TAM) serves as the primary technical liaison for client's post-implementation, ensuring the successful operation, optimization, and ongoing health of all client data integrations, file workflows, and reporting processes.
This role partners cross-functionally with Client Success, Operations, Data & Engineering, Product, IT, and Implementations teams to proactively resolve technical issues, improve workflows, and drive scalable client outcomes.
The TAM combines strong client-facing communication skills with technical and operational expertise to translate complex challenges into actionable solutions, while maintaining accountability for the day-to-day technical performance of assigned clients.
Key Responsibilities
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Client Technical Ownership & Partnership
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Serve as the primary technical point of contact for client's post-implementation, supporting ongoing engagement and relationship health.
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Act as the technical liaison in client-facing meetings, including discussions related to file workflows, integrations, reporting outputs, and system functionality.
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Translate client technical needs into clear internal requirements, user stories, and execution plans.
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Support Client Success Directors in executive business reviews (EBRs) and strategic growth discussions.
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File & Data Operations Management
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Monitor and validate the daily health of inbound client placement files and data feeds, ensuring timely receipt, accurate formatting, and successful system processing.
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Track and analyze daily placement volumes, identifying anomalies (spikes/drops) and coordinating resolution with Operations and Client Success.
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Oversee outbound file delivery processes (sFTP, reporting files, notes, vendor outputs) and coordinate resolution of failures.
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Perform recurring inventory reconciliations to validate placement counts, balances, and data integrity between systems.
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Technical Issue Resolution & Risk Management
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Own the end-to-end coordination and resolution of technical issues, including file ingestion failures, reporting discrepancies, and workflow interruptions.
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Facilitate cross-functional collaboration across Data, Engineering, Product, Operations, IT, and Implementations teams to resolve issues.
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Perform and support root cause analysis and implement preventative solutions.
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Proactively identify and escalate technical risks impacting client performance or experience.
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Vendor & Integration Management
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Manage vendor-related file workflows (e.g., Healthfuse, Huron, and other partners), including onboarding new integrations and maintaining ongoing performance.
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Coordinate testing, validation, and deployment of new file processes and integrations.
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Ensure consistent delivery, accuracy, and issue resolution across all third-party data exchanges.
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Automation, Optimization & Scalability
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Identify opportunities to reduce manual processes and improve operational efficiency.
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Partner with Data & Engineering teams to automate reconciliation processes, monitoring, alerting, and recurring deliverables.
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Drive continuous improvement initiatives focused on scalable client operations and performance optimization.
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Technical Change Management & Enhancements
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Lead client upgrades, system enhancements, and process improvements in coordination with Implementations and Client Success teams.
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Coordinate testing, validation, and rollout of technical changes across internal and client stakeholders.
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Identify clients with upgrade or optimization opportunities and drive execution of those initiatives.
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Cross-Functional Collaboration & Execution
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Act as the central connector across Product, Data, Operations, IT, Credentialing, Implementations, and Client Success teams.
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Drive accountability and follow-through across teams to ensure timely execution and communication.
Qualifications
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Bachelor’s degree in healthcare administration, Information Systems, Business, Computer Science, or a related field preferred.
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5+ years of experience in Technical Account Management, Client Success, Healthcare Technology, Implementations, or related roles.
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Strong understanding of data workflows, integrations, reporting logic, and system processes.
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Experience working in cross-functional environments with Product, Data, and Operations teams.
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Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
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Strong problem-solving, organizational, and stakeholder management skills.
Requirements
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Timely and effective technical issue resolution.
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Accuracy and consistency of file transfers and data processing.
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Reduction in recurring technical issues and escalations.
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Improved workflow efficiency and automation adoption.
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Strong client satisfaction and relationship health.
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Effective cross-functional collaboration and execution.
What Success Looks Like
A successful TAM is proactive, detail-oriented, and highly collaborative, anticipating risks before they impact clients, simplifying complex technical challenges, and ensuring seamless execution across teams. They play a critical role in bridging client expectations and internal delivery, ultimately driving operational excellence, scalability, and long-term client success.
