Technical Account Manager - US (Remote, ET Timezone)

Ibex Medical Analytics; Boston (MA); Remote; USD 110,000 - 170,000; Full time

Job summary

Ibex Medical Analytics, headquartered in the USA, is seeking a Technical Account Manager to own end-to-end customer relationships across both technical and business dimensions, from onboarding to expansion.

You will act as a trusted technical partner and collaborate with Product, R&D, and Sales to drive customer success, adoption, and value realization within healthcare IT workflows.

Qualifications

• Bachelor’s or Master’s degree in a relevant field.
• 3+ years in a technical account management or similar role in healthcare IT.
• Experience owning full customer lifecycle from onboarding to expansion.
• Knowledge of cloud-based solutions and IT infrastructure.
• Strong communication with senior stakeholders and ability to work across Product, R&D, and Sales.

Responsibilities

• Own assigned customer accounts end-to-end across technical and business dimensions.
• Lead onboarding and implementation, including deployment and integrations.
• Serve as the primary contact for customers and build trusted relationships.
• Drive adoption and value realization by understanding workflows and monitoring usage.
• Own account health, identify risks, and develop mitigation plans.
• Monitor system performance and product usage with customers and internal teams.
• Coordinate technical issue resolution with Support, Product, and R&D.
• Provide hands-on technical support when needed.

Skills

Technical account management

Digital Pathology

Customer success

Onboarding & implementation

Healthcare IT

Education

Bachelor’s or Master’s degree

Tools

CRM systems

Job description

About Ibex:

IBEX develops state-of-the-art artificial intelligence solutions for cancer diagnostics. Our cutting-edge technology is transforming the diagnosis of cancer, leading to rapid and accurate decision making and providing new diagnostic insight to enable precision medicine.

IBEX is a well-funded start-up with global presence and headquarters in the USA.

Our world-class team of researchers, engineers and medical experts is growing. If you are an outstanding professional, passionate about your work, a team player and want to make a difference in the lives of millions of people –Come join us!

As a Technical Account Manager at Ibex Medical Analytics, you will own the end-to-end customer relationship across both the technical and business dimensions – from onboarding and implementation through ongoing operation, adoption, value realization, and expansion.

You will act as a trusted technical partner and primary point of contact for assigned customers, ensuring they successfully deploy, operate, adopt, and maximize the value of Ibex solutions. You will work closely with customer stakeholders and collaborate cross-functionally with Product, R&D, and Sales to drive customer success and continuously improve the customer experience.

Responsibilities:

• Own assigned customer accounts end-to-end, covering both technical account management and customer success throughout the customer lifecycle.
• Lead customer onboarding and implementation, including solution deployment, configuration, integrations, and coordination of technical activities across internal and customer teams.
• Serve as the primary point of contact for assigned customers, building strong, trusted relationships with key technical, operational, and business stakeholders.
• Drive customer adoption and value realization by understanding customer workflows and needs, monitoring usage and engagement, and proactively identifying opportunities to improve outcomes.
• Own account health and proactively manage risks, identifying potential issues early, developing mitigation plans, and ensuring customers remain successful and engaged.
• Monitor system performance and product usage, working with customers and internal teams to optimize system operation and user experience.
• Coordinate technical issue resolution with Support, Product, and R&D, ensuring effective prioritization, communication, and follow-through with the customer.
• Provide hands-on technical support to customers when needed, including troubleshooting, investigation, and guidance on system usage

• Bachelor’s or Master’s degree.
• 3+ years of hands-on experience as a Technical Account Manager, Technical Implementation Manager, or similar customer-facing technical role within Digital Pathology, IMS, EHR, or healthcare IT - a must.
• Proven experience owning the full customer lifecycle, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth - a must.
• Experience managing customer relationships and account health, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention.
• Experience with Digital Pathology workflows and integrations - preferred.
• Proven ability to lead change in clinical environments, including supporting the transition from analog to digital workflows.
• Strong relationship-building, communication, and presentation skills, with the ability to engage senior and C-suite hospital stakeholders and communicate technical and clinical value.
• Knowledge of cloud-based solutions and IT infrastructure.
• Knowledge of healthcare data privacy and compliance (HIPAA).
• Hands-on, proactive, and highly collaborative, with excellent written and verbal English. Additional languages - preferred.
• US-based remote role, with ~25% travel and availability during US Eastern Time Zone hours.

• We are an equal opportunity employer and committed to creating a friendly, inclusive environment that is a pleasure to work in, and where there is an unbiased acceptance of others.