Technical Account Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary: We are seeking a skilled Technical Account Manager (TAM) to join our Client Technology team. As a TAM, you will serve as a trusted technical advisor to athenahealth’s largest and most complex customers, driving technical success and ensuring seamless implementation of athenahealth products. By leveraging your technical expertise and customer-facing skills, you will play a critical role in fostering strong relationships with client-side technologists, proactively addressing technical issues, and collaborating cross-functionally to deliver exceptional results. Your efforts will directly contribute to customer satisfaction and revenue retention, making you a key player in our company's success. This person will travel to client locations as needed.

Essential Functions (Duties and Responsibilities):

• Investigate and resolve complex technical issues reported by named customers, such as performance bottlenecks, software integration challenges, networking policy or connectivity problems, or customer-specific customization or configuration concerns.
• Provide stakeholders with best practices, optimal system configurations, and advice on industry standard solutions, such as IT and network infrastructure optimizations, security best practices, and compliance standards.
• Act as a liaison between client technical stakeholders and athenahealth R&D, ensuring effective communication and timely resolution of critical technology issues impacting athenaOne usability.
• Meticulously track and manage customer issues through resolution, leveraging customer relationships and collaborating with internal teams to drive effective and timely solutions.
• Manage the customer's experience throughout the troubleshooting process by providing regular updates and clear communication on issue status, next steps, and estimated resolution timelines.
• Proactively identify and address potential technical issues before they impact customers, leveraging monitoring tools, data analysis, and customer insights to prevent disruptions and maintain a seamless customer experience.
• Develop deep relationships with customer technical stakeholders, understanding their technology strategy and advocating on their behalf.
• Play a critical role in fostering strong relationships with customer-side technologists, ensuring seamless implementation of athenahealth solutions, and contributing directly to overall customer success and revenue retention.
• Conduct regular technology reviews and executive sessions to gain deeper insights into named customer business and technical needs.
• Proactively communicate with customers, keeping them informed about relevant updates, new features, or potential issues that may impact their use of athenahealth solutions.
• Regularly check in with customers to gather feedback, understand their evolving needs, and identify opportunities for improvement.
• Strategically plan for customer events and launches, partnering with Support and Engineering to guarantee customer success during pivotal moments.
• Contribute to the development of the team technical toolkit and capabilities required to solve customer technology challenges.
• Share technical expertise within the organization, enhancing internal support processes and knowledge bases.
• Act as a subject matter expert in the curation of comprehensive documentation on solving technical issues, troubleshooting steps, and best practices to enable effective knowledge sharing and faster issue resolution.
• Participate in cross-functional initiatives to improve support documentation, user guides, and technical resources for customers.

Education & Experience Required

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• 5 – 8 years of professional experience, including working knowledge of healthcare IT.
• Strong communication and interpersonal skills, with the ability to effectively engage and convey information to executive-level management, navigate conflict, and promote honest dialogue.
• Proven track record of success in customer-facing technical roles, such as Customer Success Management, technical support, solution or support engineering, or technical consulting.
• Strong understanding of web application architecture, cloud computing, and database systems.

Preferred Requirements:

• Experience with athenahealth services and our product offerings (e.g., athenaClinicals and athenaCollector).
• Familiarity with agile development methodologies and project management principles.
• Experience with data analysis and logging tools, such as ELK Stack, Snowflake, or Grafana.
• Demonstrated ability to create and maintain comprehensive technical documentation.
• Relevant certifications, such as CCNA, AWS Certified Solutions Architect, or ITIL Foundation are a plus.

Expected Behaviors & Abilities:

• Strong customer-centric mindset, with a genuine commitment to empathy, active listening, and customer advocacy.
• Experience supporting web applications in complex desktop and network environments.
• Knowledge of topics such as IT operations, database systems, computer networking fundamentals (virtual networks, subnets, routing, wireless networking, load balancers, firewalls, etc.), Incident Management, IT security, performance optimization, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks.
• Experience supporting customers in cloud operations, technical support, escalation management, or IT consulting.
• Able to communicate effectively at all stakeholder levels, backed by technical credibility.
• Proactive and self-motivated, with a strong sense of ownership and accountability for delivering results.
• Strong analytical skills, emphasizing the use of logging and visualization tools (e.g., ELK Stack, OpenSearch, Datadog) to discover patterns and transform raw data into actionable insights. SQL knowledge is a plus.
• Experience translating business requirements into technological solutions and collaborating across business units.
• Thrive in a teach-and-learn culture, embracing formalized continued education.
• Operate within ambiguity, making informed decisions even without complete information.