naviHealth, Inc. Technical Account Manager - CTP in United States
naviHealth is looking for an experienced Technical Account Manager (TAM) to closely work with some of our largest customers. This TAM will have assigned accounts and serve as their main point of contact within naviHealth for any technical issues, requests, escalations. The TAM is an extension of the customer’s account team who acts as their advocate/liaison within naviHealth for any/all outstanding technical items. Even if something is not in the direct control of the TAM, they will shepherd the technical efforts within naviHealth to ensure customer concerns are addressed in an appropriate time and manner. To be successful, the TAM will need a very good understanding of customer’s technical environment(s), protocols, configurations, relevant integrations, architecture and other specifications (including client’s organizational structure and dynamics) that will help troubleshoot and resolve issues faster and more efficiently. Similarly, the TAM should be fluent in any technical aspects related to naviHealth applications on a subject matter expert (SME) level.
Be available to work with customers (based on assigned accounts) during business hours and provide support outside business hours for urgent customer situations/requests
Intake all customer technical requests serving as a “first line of defense”
Further escalate issues/requests to other naviHealth teams (as needed) including Engineering, Product, Application Support, Professional Services, Customer Success, DevOps etc.
Coordinate and effectively communicate with Customer & Network Success Managers, Project Manager, Clinical Advisor, and other internal resources.
Generate customer-centric reports around outstanding work, past incidents, patient data and other custom technical reports.
Represent customers’ voice in naviHealth meetings to expedite & prioritize relevant work; continuously strive to improve customers’ experience and journey by finding efficiencies in process, technology, naviHealth applications and services utilization, 3rd party integrations, etc.
Conduct and document periodic end-to-end health checks of customers’ data, features and connectivity.
Partner with other service teams to ensure that customer communication is flowing, and customers are proactively notified about upcoming maintenance, major features, known software defects, release notes and other documentation.
Craft and/or deliver customer-facing Root Cause Analysis (RCA) documents to assigned accounts
Participate in QBRs, drive periodic and/or spontaneous internal and customer meetings, as technical needs arise.
Perform other duties and responsibilities as required, assigned, or requested
Education: Bachelor’s Degree, in a technical field strongly preferred
Years of experience required: 5+ years in similar highly technical, client-facing roles (working with commercial customers).
5+ years in technical troubleshooting of software products, and ideally an enterprise software application in SaaS space, ability to understand and troubleshoot complex business logic.
Ability to promptly learn new technologies, technical concepts, tools and applications.
Prior experience with troubleshooting Patient Administration (HL7 ADT) messages
Ability to perform in stressful situations, and to clearly articulate things like ‘status’, ‘progress’, ‘issue(s)’, ‘resolution’.
Flexible team player with strong organizational skills, with ability to establish and achieve goals and maintain commitments
Ability to work in a fast-paced, team environment with strong accountability for time-critical action and communication is essential
Excellent written and verbal communication skills
Project management experience is a big plus
Leadership and customer management experience also a big plus
Working Environment and Physical Demands
Ideal candidate will be located on the East Coast. Working in MA office or remotely.
Travel requirements: Up to 30% travel to customer sites within US may be required.
naviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation’s top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth’s high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit navihealth.com.
Improving the healthcare experience for seniors to live a more fulfilling life
Rooted in respect
Guided by purpose
Devoted to service
Energized by impact
The above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.
External Job Posting Title: Technical Account Manager - CTP
Requisition ID: 2021-6078
Location Type: Field / Office / Virtual: Virtual (Home Office)