Remote Technical Account Manager - Health Tech Delivery

Smiledigitalhealth; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote Work

Flexible PTO

Competitive Salary

RRSP/TFSA

Life & Disability

EAP

FHIR Study Program

Super HAPI Fun Club

Job summary

Smile Digital Health is seeking an experienced Implementation Lead to own delivery for assigned customer accounts, coordinating across delivery, sales, product and engineering to ensure successful implementation and ongoing success.

You will drive onboarding, resource management, governance, risk management and executive communications, while aligning priorities, timelines and customer expectations, and exploring renewal opportunities to grow accounts. Willingness to travel up to 25% is expected.

Qualifications

• 5-7+ years in a technical software delivery role such as technical account management or customer success.
• Post-secondary education in a technical program, business administration or equivalent experience.
• Experience in resource management, financial oversight, and contract/SOW creation.
• Strong CRM and operational leadership skills with cross-functional coordination.
• Experience leading complex customer implementations or enterprise software delivery.
• Excellent knowledge of Agile methodologies (Scrum, Kanban) in software deployment.
• Strong communication, executive engagement, risk and escalation management.
• Experience collaborating with sales, implementation, product and technical teams.

Responsibilities

• Serve as primary implementation lead and owner for assigned accounts, coordinating delivery and renewals.
• Oversee resource management and tracking of technical resources across engagements.
• Lead onboarding, implementation execution, and deployment coordination with customer environments.
• Maintain visibility into sales pipeline and handoffs to implementation phases.
• Coordinate cross-functional execution with Product, Engineering, Support, Sales, and Delivery teams.
• Monitor customer engagement and forecast impacts to delivery and business performance.
• Assist in creating and negotiating SOWs and contractual documents with stakeholders.
• Partner with Sales to support growth opportunities and renewals while focusing on delivery success.
• Ensure deployment plans align with customer expectations and objectives.
• Manage critical customer issues and governance activities with proactive communication.
• Escalate risks and document gaps through Smile governance channels.
• Coordinate Smile Customer Care Team and ensure alignment across customer-facing ops.
• Facilitate regular customer meetings and reviews to ensure transparency.
• Promote positive customer experience and retention through proactive issue resolution.
• Support development of enablement tools and keep knowledge up to date.

Skills

Project management

Customer relationship management

Executive communication

Negotiation

Agile methodologies

Education

Technical program education

Business administration

Job description

Smile Digital Health is seeking an experienced Implementation Lead to own delivery for assigned customer accounts, coordinating across delivery, sales, product and engineering to ensure successful implementation and ongoing success.

You will drive onboarding, resource management, governance, risk management and executive communications, while aligning priorities, timelines and customer expectations, and exploring renewal opportunities to grow accounts. Willingness to travel up to 25% is expected.