Principal Technical Account Manager

Sully.ai Inc.; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Sully.ai Inc. is looking for a Technical Account Manager to deliver exceptional support to global customers. The role involves troubleshooting, onboarding new users, and collaborating across departments to enhance our AI solutions. Ideal candidates will have a CS degree and at least 5 years of experience in a technical support or account management role in a SaaS or AI company. Join us in redefining healthcare and enjoy a remote-first culture with competitive compensation.

Benefits

Competitive salary

Equity opportunities

Flexible remote work environment

Impactful role in healthcare innovation

Qualifications

• 5+ years in technical account management or solutions engineering.
• Ability to explain complex systems to technical and non-technical users.
• Demonstrated autonomy and initiative in fast-paced environments.

Responsibilities

• Provide exceptional support to customers via email, chat, and calls.
• Conduct onboarding and product demos to customers.
• Collaborate with teams to refine platform based on feedback.

Skills

Technical troubleshooting

Communication

Customer support

AI prompting

Problem solving

Education

CS Degree

Tools

Intercom

Zendesk

Salesforce

Job description

About Us

At Sully.ai, we're not just building AI – we're redefining the future of how healthcare is delivered. Our end to end solutions empower healthcare providers by automating doctors’ administrative tasks, reducing misdiagnosis, and enhancing efficiency.

What You'll Do

• Increase the number of users per account

• Provide exceptional support to global customers via email, chat, and video calls; troubleshoot technical issues for rapid, effective resolutions.

• Conduct technical onboarding and product demos to ensure customers understand workflows and derive value from Sully.ai.

• Create high-quality, custom notes and AI-assisted summaries, leveraging prompt-engineering best practices.

• Collaborate with Product, Engineering, and Sales to refine our platform based on customer feedback.

• Proactively identify and escalate opportunities to improve customer experience and drive retention.

What You'll Bring

• CS Degree or hands on Engineering background Required

• 5+ years in a technical account management, solutions engineering, or enterprise support role in a SaaS or AI company.

• Proven ability to troubleshoot and resolve complex technical issues quickly and independently.

• Strong written and verbal communication skills, including the ability to explain complex systems to both technical and non-technical users.

• Familiarity with AI prompting and using AI tools for summarization, drafting, and data extraction.

• Demonstrated autonomy and initiative: strong prioritization skills, bias for action, and ability to deliver under tight deadlines.

• Familiarity with customer support and CRM tools such as Intercom, Zendesk, or Salesforce.

• Hands-on experience with support platforms (e.g., Intercom).

Bonus Points

• Experience in healthcare, compliance, or AI tooling environments.

• Hands-on experience with large language models, prompt tuning, or AI agent frameworks.

• Basic understanding of APIs, webhooks, and technical integrations.

Why Join Sully.ai?

Shape the Future of Healthcare:Build category-defining partnerships that enable doctors to focus on saving lives.
Early-Stage Impact:Join early and play a critical role in shaping our partnership roadmap and overall company growth.
Remote-First Culture:Work with a talented, mission-driven team in a flexible, remote environment.
Competitive Compensation:Enjoy a competitive salary, equity, and the opportunity to make a real difference.
Solve Scalability Challenges:Tackle complex challenges in a rapidly growing company, driving impactful change in healthcare.

Sully.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Sully.ai prohibits any form of workplace harassment.