Technical Account Manager

Abacus Insights; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Unlimited paid time off

Work from anywhere flexibility

Comprehensive health coverage

Equity for every employee

Home office setup allowance

Monthly cell phone allowance

Job summary

A healthcare technology firm in the United States is seeking a Technical Account Manager to oversee client support operations, ensuring that client environments run optimally. This role involves managing a variety of technical issues and requires a strong background in healthcare data, exceptional communication skills, and project management experience. The ideal candidate will be proactive in reducing client escalations and enhancing the overall service experience, supporting a rapidly growing client base while working collaboratively with cross-functional teams.

Qualifications

• Experience in technical support and triaging complex problems.
• Ability to manage client relationships and deliverables.
• Experience with requirements gathering and document creation.

Responsibilities

• Oversee daily operations of clients to ensure SLAs are met.
• Manage escalations and resolve complex technical issues.
• Guide clients through technical implementations and integrations.

Skills

Knowledge of US healthcare domain

SQL and data analysis

Project management

Communication skills

Problem-solving

Education

Bachelor’s degree in computer science, business, healthcare administration

Tools

Jira

Job description

About Us

Abacus Insights is transforming how data works for health plans. Our mission is simple: make healthcare data usable, so the people responsible for care and cost decisions can act faster, with confidence. We help health plans break down data silos to create a single, trusted data foundation. That foundation powers better decisions — so plans can improve outcomes, reduce waste, and deliver better experiences for members and providers alike. Backed by $100M from top investors, we’re tackling big challenges in an industry that’s ready for change. Our platform enables GenAI use cases by delivering clean, connected, and reliable healthcare data that can support automation, prioritization, and decision workflows—and it’s why we are leading the way. Our innovation begins with people. We are bold, curious, and collaborative—because the best ideas come from working together. Ready to make an impact? Join us and let\'s build the future together.

About The Role

We are seeking an experienced Technical Account Manager to support our growing client base. This role is an individual contributor reporting to the Senior Manager, Client Technical Support. The successful candidate will serve as the liaison between the product implementation team and product support. The Technical Account Manager is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously working with the Senior Manager, Client Technical Support to improve processes. This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions. A successful candidate has experience and practical knowledge to support clients in the following areas:

• Healthcare data and software supporting payers, PBMs, or third-party administrators.
• Technical support and triage of complex technical problems experienced by the client.
• Managing product performance against a set of client SLAs.
• Managing and coordinating UAT (User Acceptance Testing).
• Promoting a product’s capabilities based on the customer’s needs.
• Organization and project management skills.
• Managing client relationships and coordinating deliverables.

Your Day To Day

Client Support Operations

• Oversee daily operations of clients assigned to you, ensuring SLAs and KPIs are met, and production issues are resolved.
• Manage escalations and ensure prompt resolution of complex technical issues.
• Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
• Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
• Perform data analysis and solve complex technical issues.
• Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan.
• Manage SLAs (Service Level Agreements) for clients, including providing clients and Abacus leadership with monthly SLA reports.

Technical Enablement

• Guide clients through technical implementations, integrations, and optimization.
• Management and coordination of client UAT.
• Translate complex technical concepts into actionable insights for clients.
• Collaborate with product and engineering teams to influence roadmap based on client feedback.

Manage Client Deliverables

• Manage client enhancement requests and change requests.
• Triage defects, resolution and QA coordination.
• Manage small client projects using Jira.
• Manage and coordinate client UAT.
• Manage and track all new change requests from the client.

Process Improvement

• Develop and refine customer success processes, playbooks, and KPIs.
• Identify and implement improvements in support workflows, tools, and documentation.
• Drive standardization and automation by leveraging tools, including GenAI.
• Develop and maintain knowledge base articles and self-service resources.
• Monitor support metrics and generate reports to inform strategic decisions.
• Drive cross-functional initiatives to improve customer experience and product value.

Customer Engagement, Success & Advocacy

• Develop trustworthy client relationships, resulting in referenceable clients.
• Ensure customers achieve their business goals through effective use of our products and solutions.
• Manage escalations and coordinate with support and engineering teams to resolve issues.
• Act as a voice of the customer within the organization.
• Ensure client feedback is captured and communicated to relevant teams.
• Drive initiatives to enhance client experience and retention.

Lead Client Data Testing

• Work with clients to document test strategy and ensure testing validates the client’s data in a way to indicate an implementation is a success.

What You Bring To The Team

• Working knowledge of the US healthcare domain and its core solutions or similar experience.
• Experience and ability to build and manage working relationships with internal and external team members.
• Ability to solve problems, both as an individual and as part of a group.
• Communicate clearly and concisely, both verbally and in writing, with technical and non-technical stakeholders.
• Ability to multi-task and react positively to frequent changes in priorities.
• Become a product SME, training users to utilize the software and query data.
• Skilled in SQL and data analysis, tracing data issues to root causes and presenting results to customers.
• Ability to de-escalate customer complaints.
• Experience with requirements gathering and document creation.
• Project management ability leveraging MS Office tools, or scrum master using agile methodologies.
• Highly skilled at project organization, time management and operates with attention to detail.
• Off hours/weekend work required.
• Bachelor’s degree in computer science, business, health care administration, or equivalent experience.
• Ability to travel up to 5-10% of the time.

Specific To Client Data Testing

• Certified Scrum Master.
• Experience leading a QA effort for cloud software, or similar experience.

Bonus Points

• Experience working in an operational capacity with Medicaid data sets (T-MSIS), medical claims, Rx claims, member eligibility, clinical data (EMRs, ADTs), provider, labs, and financial data sets, using Snowflake or Databricks environment.
• Familiar with CMS mandates on interoperability.

Compensation

Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants.

What You’ll Get In Return

• Unlimited paid time off – recharge when you need it
• Work from anywhere – flexibility to fit your life
• Comprehensive health coverage – multiple plan options to choose from
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here
• Home office setup allowance – one-time support to get you started
• Monthly cell phone allowance – stay connected with ease

Our Commitment as an Equal Opportunity Employer

As a mission-led technology company helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. Therefore, we dedicate resources to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

At the heart of who we are is a commitment to continuously and intentionally building an inclusive culture—one that empowers every team member across the globe to do their best work and bring their authentic selves. We carry that same commitment into our hiring process, aiming to create an interview experience where you feel comfortable and confident showcasing your strengths. If there’s anything we can do to support that—big or small—please let us know.