Remote Technical Account Manager — Health Tech Growth & Success

Smile Digital Health; Northern (KY); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Remote Work Environment

Flexible Time Away From Work Policy

Competitive Salary and Health/Medical

RRSP/TFSA/401K

Life and Disability

Employee Assistance Program

FHIR Study Program

Super HAPI Fun Club

Job summary

Smile Digital Health is seeking a Technical Account Manager (TAM) to serve as the primary post-sales liaison for assigned customers, guiding them from contract signing through implementation and beyond. You will collaborate with agile leads, sales, and cross-functional teams to drive successful outcomes and ongoing growth.

The role requires 5-7+ years in technical software delivery, strong Agile experience, and the ability to manage multiple accounts while maintaining high customer satisfaction.

Qualifications

• 5-7+ years in a technical software delivery role (technical account management, customer success or similar) with a strong delivery component.
• Post-secondary education in a technical program, business administration or equivalent work experience.
• Experience in resource management, financial oversight, and contract/SOW creation.
• Proven ability to identify and drive upsell opportunities within existing customer relationships.
• Excellent knowledge of Agile methodologies (Scrum, Kanban) in software/tech implementations.
• Strong communication, presentation and negotiation skills with technical and executive stakeholders.
• Experience collaborating cross-functionally with sales, implementation, product, and technical teams.
• Experience managing multiple customer accounts to ensure successful outcomes.
• Healthcare technology experience, interoperability, and familiarity with standards (FHIR, HL7) highly preferred.
• Ability to travel up to 25%.

Responsibilities

• Serve as the primary post-sales liaison for assigned customers from contract signing through implementation and beyond.
• Collaborate with Agile Leads, technical teams, Sales and cross-functional teams to facilitate project execution, resource allocation and renewals.
• Oversee customer onboarding and integration of products/services into existing systems.
• Maintain visibility into the sales pipeline and support transitions into implementation phases.
• Support Agile delivery methodologies and coordinate timelines and expectations.
• Manage budgeting, forecasting, and tracking of project financials.
• Assist in creating and negotiating Statements of Work (SOWs) in collaboration with sales, legal, and technical stakeholders.
• Identify upsell opportunities within existing accounts and work with sales to meet revenue targets.
• Ensure deployment plans align with customer goals and coordinate with cross-functional teams.
• Handle critical customer issues, escalation, and timely resolutions; facilitate regular customer reviews.
• Ensure positive customer experience, addressing concerns and driving retention.
• Contribute to enablement tools and resources; stay updated on market trends and customer objectives.

Job description

Smile Digital Health is seeking a Technical Account Manager (TAM) to serve as the primary post-sales liaison for assigned customers, guiding them from contract signing through implementation and beyond. You will collaborate with agile leads, sales, and cross-functional teams to drive successful outcomes and ongoing growth.

The role requires 5-7+ years in technical software delivery, strong Agile experience, and the ability to manage multiple accounts while maintaining high customer satisfaction.