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Technical Account Manager
Hummingbird Healthcare
IT, Sales & Business Development
United States
Posted on Dec 2, 2024
Hi. We’re Hummingbird.
We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.
Summary
As a Technical Account Manager at Hummingbird, you will be the primary point of contact for a portfolio of key clients, responsible for ensuring the success and optimal performance of their technology solutions. In this role, you’ll build strong relationships and bridge the gap between our clients and technical teams to deliver tailored technical support that empower client success, improve service processes, and drive continuous improvement. You will collaborate with clients and internal teams to support effective solutions, smooth project implementations, and enhanced client satisfaction.Responsibilities
Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.
FLSA Status: Exempt
Compensation: Starting at $117,000 per year less statutory deductions
Work Location: This position is remote. You must work from a location within the United States with consistent internet service.
Travel: 4-6 trips/year for client visits and company events.
Benefits Eligible: Yes
People Manager: No
Accountabilities
Client Success Ownership
Build and maintain strong, long-lasting client relationships, prioritizing responsiveness and client satisfaction.
Act as the primary technical liaison between client technical teams and Hummingbird IT teams, ensuring clear and proactive communication.
Understand client needs and collaborate with internal teams to deliver customized, high-quality technical solutions.
Ensure client satisfaction through proactive communication, relationship management, and a deep commitment to meeting client expectations.
Technical Support and Troubleshooting
Take ownership of client technical support needs, ensuring timely, effective, and reliable solutions.
Troubleshoot and diagnose technical issues efficiently, coordinating with internal teams to address client concerns promptly.
Communicate clearly and regularly with clients regarding technical issues and solutions, fostering transparency and trust.
Document and track client issues to identify patterns and improve processes, supporting both client and organizational success.
Project Management and Continuous Improvement
Oversee client-facing technical projects, coordinating with cross-functional teams to meet project goals and deadlines.
Collaborate with internal project management resources to ensure that client needs are met efficiently and effectively.
Collect and analyze client feedback to enhance service delivery and drive continuous improvement in technical support processes.
Focus on delivering projects that align with client goals and add long-term value to their operations.
Performance Monitoring and Reporting
Monitor client system performance to proactively address potential issues, ensuring reliability and satisfaction.
Generate, analyze, and present performance reports to identify improvement areas, contributing to high-quality client experiences.
Provide clients with regular performance updates and recommendations, supporting informed decision-making and future planning.
Use performance insights to collaborate with internal teams, identifying opportunities to enhance service quality and client outcomes.
Technical Leadership
Stay current with the latest technologies in the contact center industry, sharing knowledge and insights with internal teams to benefit clients.
Collaborate with internal stakeholders to contribute to best practices and standards for technical support and client success.
Actively support the success of technology workstreams for Cone and UCHealth, ensuring positive outcomes for each client.
Drive alignment between client needs and internal priorities, supporting client satisfaction, efficient service delivery, and continuous improvement.
Required & Desired Skills
Required Skills and Experience
5+ years of experience in technical account management, customer success, or a similar client-facing technical role, with a focus on creating client value and fostering strong client relationships.
Strong understanding of various IT domains (e.g., networking, cloud computing, cybersecurity, IT operations)
Demonstrated expertise in technical troubleshooting and diagnostics, with a commitment to proactive support, prompt issue resolution, and high-quality service.
Strong project management skills, with a proven ability to coordinate cross-functional teams and drive timely, client-centered solutions.
Exceptional communication and interpersonal skills, with a focus on understanding client needs and delivering transparent, supportive service.
Proficiency with technical tools and platforms commonly used in account management and IT support, such as CRM systems (Salesforce), ticketing systems (Zendesk, Jira), and remote troubleshooting tools, ensuring efficient and effective client support.
Desired Skills and Experience
Experience in the contact center or healthcare industry, with a focus on technology solutions that meet high standards of quality and compliance.
Proficiency in cloud platforms (e.g., AWS, Microsoft Azure) and API integration, supporting scalable, efficient solutions that enhance client success.
Knowledge of project management tools and methodologies (e.g., Asana, Trello, Agile) to manage projects that align with client and organizational goals.
Data analysis and reporting skills, with experience generating performance reports and using analytics tools (e.g., Power BI) to inform continuous service improvement.
Relevant technical certifications, such as ITIL, CompTIA Network+, or Microsoft Certified Solutions Expert (MCSE), underscoring a commitment to high standards of technical expertise and client service.
Experience implementing, managing, or supporting enterprise EMR solutions in an outpatient healthcare setting (e.g. Epic, Cerner).
The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:
- Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
- Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
- Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.
Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.
Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.