Technical Account Manager - Canada

Smile Digital Health; Canada; Remote; CAD 80,000 - 110,000; Full time

Job summary

Smile Digital Health is seeking a Technical Account Manager (TAM) to act as a key post-sales liaison for assigned customers. The TAM will oversee customer onboarding and project resource management, ensuring high customer satisfaction through effective execution of services and support. This role requires strong communication and negotiation skills, with a preference for candidates having healthcare technology experience and familiarity with standards like FHIR.

Benefits

Remote work environment

Flexible time off policy

Competitive salary and health benefits

RRSP/TFSA/401K contributions

Life and disability insurance

Employee Assistance Program

FHIr Study Program and Skillsoft Learning

Super HAPI Fun Club

Qualifications

• 5-7+ years in a technical software delivery role such as technical account management.
• Proven ability to identify and pursue upsell opportunities.
• Experience managing multiple customer accounts successfully.

Responsibilities

• Oversee project resource management and customer onboarding.
• Support Agile delivery methodologies and manage financial aspects of customer engagements.
• Act as primary point of contact for customers ensuring high satisfaction and retention.

Skills

Agile methodologies

Customer relationship management

Resource management

Financial oversight

Communication skills

Negotiation skills

Education

Post-secondary education in technical or business field

Job description

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024!

Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.

At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems, bringing #BetterGlobalHealth to patients every day!

Apply today and find plenty of reasons to SMILE!

Position: Technical Account Manager (TAM)

The Technical Account Manager (‘TAM’) will act as the primary post-sales liaison for assigned customers. This role will own customer relationships from contract signing through implementation and beyond, ensuring successful delivery and long-term customer satisfaction. The TAM will collaborate closely with Agile Leads, technical teams, Sales, and other cross-functional teams to facilitate smooth execution of work, resource allocation, financial oversight, renewals, and growth opportunities within customer accounts.

Primary Responsibilities

1. Oversee project resource management, including resource allocation and tracking technical resources across customer engagements.
2. Manage customer onboarding, ensuring seamless implementation and integration of products/services.
3. Serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing through the entire customer lifecycle.
4. Maintain visibility into the sales pipeline, prepare for opportunities nearing contract closure, and ensure smooth transitions into implementation.
5. Support Agile delivery methodologies, coordinate implementation timelines, and manage customer expectations.
6. Manage financial aspects of customer engagements, including budgeting, forecasting, and tracking project financials.
7. Assist in creating and negotiating Statements of Work (SOWs) and other contractual documents.
8. Identify and drive upsell opportunities within existing accounts.
9. Coordinate with technical teams to ensure effective deployment aligned with customer goals.
10. Manage critical customer issues, ensuring proactive communication and resolution.
11. Facilitate regular customer meetings and reviews for transparency on project status.
12. Ensure high customer satisfaction and retention through proactive engagement.
13. Support development of enablement tools and resources.
14. Maintain up-to-date technical knowledge of industry trends and customer business goals.
15. Accurately report working hours in Netsuite, ensuring they are billable and properly tracked.
16. Ensure compliance with privacy, security, and confidentiality policies.

Prerequisites

1. 5-7+ years in a technical software delivery role such as technical account management or customer success.
2. Post-secondary education in a technical or business field, or equivalent work experience.
3. Experience in resource management, financial oversight, and contractual negotiations.
4. Proven ability to identify and pursue upsell opportunities.
5. Strong knowledge of Agile methodologies, especially in software implementation.
6. Excellent communication, presentation, and negotiation skills.
7. Experience working with cross-functional teams including sales, implementation, and technical staff.
8. Experience managing multiple customer accounts successfully.
9. Healthcare technology experience, familiarity with interoperability and standards like FHIR and HL7, is highly preferred.
10. Ability to travel up to 25%.

Benefits

• Remote work environment
• Flexible time off policy including PTO, personal, and sick days
• Competitive salary and health benefits
• RRSP/TFSA/401K contributions
• Life and disability insurance
• Employee Assistance Program
• FHIr Study Program and Skillsoft Learning
• Super HAPI Fun Club

Smile's core values include respect, inclusion, embracing differences, and celebrating shared values. We are committed to diversity, equity, and inclusion, fostering a workplace where everyone feels they belong. We welcome candidates of all backgrounds and encourage accommodations during the application and employment process.