Strategic Technical Account Manager

RXinsider LTD.; Spartanburg (SC); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision insurance

401(k) with company match

Professional development

Well-being programs

Job summary

RedSail is seeking a Technical Account Manager to serve as the dedicated operational and technical partner for strategic customers. You will own day-to-day operational success, coordinate across RedSail teams, and deliver proactive guidance to optimize pharmacy operations and data exchanges.

The role demands 5+ years in enterprise account management or related fields, strong problem-solving, and exceptional communication to influence senior stakeholders.

Qualifications

• 5+ years of experience in enterprise account management, technical account management, customer operations, technical support, customer success, or a related customer-facing role supporting complex B2B environments.
• Demonstrated ability to diagnose and resolve complex operational and technical issues involving integrations, transaction processing, system connectivity, data exchange, or enterprise software platforms.
• Proven ability to build trusted relationships with enterprise customers while delivering exceptional service and operational results.
• Strong organizational and project management skills with the ability to coordinate multiple priorities across cross-functional teams.
• Excellent written and verbal communication skills, including experience interacting with customer leadership and executive stakeholders.
• Demonstrated ability to simplify complex technical concepts for both technical and non-technical audiences.

Responsibilities

• Serve as the dedicated operational and technical partner for assigned strategic customer(s), developing trusted relationships through exceptional service and operational excellence.
• Develop a comprehensive understanding of each customer's pharmacy operations, business priorities, pharmacy management systems, integrations, claims routing, data exchanges, and unique workflows.
• Partner closely with the assigned Business Development Manager to deliver a seamless customer experience, ensuring strong coordination between commercial strategy and operational execution.
• Maintain comprehensive customer playbooks, including technical configurations, operational workflows, contact maps, customer preferences, known issues, and account-specific procedures.
• Serve as the primary operational owner for customer issues, providing end-to-end ownership from initial engagement through successful resolution.
• Resolve technical and operational issues quickly and accurately, minimizing disruption to pharmacy operations and maintaining proactive communication throughout the resolution process.
• Troubleshoot issues involving claims processing, transaction routing, connectivity, enrollment, file transfers, integrations, and data discrepancies.
• When escalation is required, engage Engineering, Product, Network Operations, or other internal teams with complete technical context while remaining the customer's single point of accountability until resolution is achieved.
• Coordinate cross-functional resources to ensure customers experience RedSail as one integrated organization regardless of which teams are involved.
• Monitor operational trends, recurring issues, and account health to identify opportunities for improvement before issues impact the customer.
• Recommend process improvements and operational best practices that enhance customer efficiency, service quality, and overall experience.
• Lead recurring operational reviews focused on service performance, operational metrics, open initiatives, system changes, and continuous improvement opportunities.
• Anticipate customer needs by maintaining a deep understanding of upcoming business initiatives, operational priorities, and platform changes.
• Translate customer needs into clear technical and operational requirements for internal teams while communicating technical concepts to customers in a clear, business-focused manner.
• Act as the internal advocate for assigned customers, ensuring priorities are understood and appropriately represented across Product, Engineering, Operations, Support, and other functional teams.
• Partner with Compliance and Privacy teams to ensure customer communications and data handling align with contractual, regulatory, and security requirements.
• Provide voice-of-customer insights to Product and Operations leadership, helping influence future enhancements and operational improvements.

Skills

Enterprise account management

Technical account management

Customer operations

Project management

Written communication

Verbal communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

RedSail is seeking a Technical Account Manager to serve as the dedicated operational and technical partner for strategic customers. You will own day-to-day operational success, coordinate across RedSail teams, and deliver proactive guidance to optimize pharmacy operations and data exchanges.

The role demands 5+ years in enterprise account management or related fields, strong problem-solving, and exceptional communication to influence senior stakeholders.