Expert Technical Account Manager

Francisco Partners; Raleigh (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

Veradigm is seeking a senior client relationship professional to guide strategic engagements with complex, high-value clients in the healthcare sector. You will align sales, customer success, and product teams to ensure optimal use of Veradigm products and services across client portfolios.

Responsibilities include driving strategic account plans, conducting trainings, and delivering outcomes that improve client satisfaction and long-term value.

Qualifications

• Proven ability to manage high-value client relationships.
• Ability to advise clients on product usage to meet business goals.
• Deep knowledge of Veradigm products, architecture, deployment and integration.
• Experience coordinating complex technical projects and incidents.
• Strong data analysis and reporting to drive improvements.
• Excellent communication with technical and non-technical stakeholders.

Responsibilities

• Builds and maintains strong, long-lasting client relationships.
• Acts as a strategic advisor to help clients achieve business objectives.
• Leverages product expertise to guide client outcomes.
• Coordinates and manages complex technical projects to on-time, on-budget delivery.
• Delivers trainings and workshops to maximize product value for clients.
• Identifies trends, defects and opportunities to influence product priorities.
• Collaborates with CSMs and Veradigm stakeholders to meet client needs.
• Cultivates client advocates for references and testimonials.

Skills

Relationship management

Strategic advisory

Healthcare domain knowledge

Project management

Incident management

Data analysis & reporting

Cross-functional collaboration

Communication excellence

Stakeholder management

Job description

Develops, manages, and maintains relationships with complex and/or high-value clients to ensure their technical needs and expectations are met and/or exceeded. Serves as a trusted strategic advisor, providing technical expertise and guidance to help clients achieve their business goals through the effective use of the company's products and services. Ensures that technical solutions are performing optimally, helping with system architecture, troubleshooting, and optimization. In close collaboration with Customer Success Managers (CSMs), aligns sales and customer success strategies to enhance the overall client experience. Oversees technical projects and incident resolution, advocates for customer needs internally, and contributes to strategic account planning. Provides regular performance reviews and reporting to drive continuous improvement and long-term value.

What You'll Contribute:

• Builds and maintains strong, long-lasting relationships with clients by understanding their business needs and technical requirements.
• Serves as a strategic advisor to clients, offering insights and recommendations on how to leverage the company's technical products and services to achieve their business objectives.
• Leverages expert-level understanding of the company's products and services, staying updated on new features and enhancements.
• Coordinates and manages complex technical projects, ensuring completion on time and within budget.
• Conducts training sessions and workshops for clients to maximize clients' utility of Veradigm's products.
• Identifies technical features, defects, customer experience trends and common themes within assigned customer portfolio. Serves as a client advocate to influence product priorities and operational investment.
• Provides expert-level input on initiatives with CSMs and other Veradigm stakeholders to best meet client needs, strategies, and initiatives to enhance overall client satisfaction and success.
• Actively cultivates customer advocates for references, referrals, case studies, and testimonials.

Qualifications:

• 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience
• 1-2 years experience with healthcare and/or financial products in a sales, services, consulting or client management environment
• 1-2 years previous project and/or customer management experience
• In-depth understanding of Veradigm's products and services, including architecture, deployment, and integration
• Customer success and account management principles with the ability to build and nurture strong, long-term client relationships while leveraging and applying a deep understanding of business principles to strategic client engagements
• Relationship-building and client engagement skills at both strategic and operational levels. Ability to serve as a trusted advisor, particularly at the highest levels of client leadership, guiding clients toward optimal use of technical solutions
• Knowledge of system infrastructure, cloud environments, networking, and security
• Comprehensive knowledge of clients' business operations and how Veradigm products can address their needs. Skilled in identifying upsell opportunities
• Experience with project management methodologies (e.g., Agile, Scrum, or Waterfall). Ability to manage technical projects and incidents, ensuring timely resolution and clear communication
• Incident management and root cause analysis processes.
• Knowledge of healthcare Industry-specific regulations and standards
• Technical troubleshooting and problem-solving skills across complex systems
• Effective communication and presentation skills, especially when translating technical concepts to non-technical stakeholders
• Cross-functional collaboration skills, especially with Customer Success, Hosting, Product, and Engineering teams
• Ability to conduct data analysis and reporting, including the ability to synthesize performance metrics and trends
• Ability to conduct training and enablement, including conducting workshops and product education sessions
• Time and priority management skills, especially when handling multiple accounts and projects
• Ability to advocate for customer needs, influencing product and operational decisions.

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth.

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network.

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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