Technical Account Regional Manager

LucidHealth; Madison (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading healthcare technology company is seeking a Technical Account Regional Manager to build strong relationships with clients and provide technical expertise for successful product integration. This role requires a blend of technical knowledge and project management skills to ensure long-term satisfaction and retention of customers. Candidates should possess a bachelor's degree in a related field and have significant experience in a customer-facing technical role.

Qualifications

• Proven experience (5+ years) in a Technical Account Manager or similar role.
• Technical experience with Radiology centric APIs and integrations.
• Familiarity with cloud platforms and data security best practices.

Responsibilities

• Serve as the primary technical point of contact for assigned customers.
• Guide customers through the onboarding process and provide troubleshooting support.
• Create and maintain documentation of integration configurations and processes.

Skills

Project Management

Technical Expertise

Cross-Functional Collaboration

Analytical Skills

Problem-Solving

Education

Bachelor’s degree in Computer Science, Engineering, Information Technology

Tools

AWS

Azure

Google Cloud

Job description

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The Regional Technical Account Manager will be the main point of contact for our clients and contracts, providing technical expertise and ensuring successful integration, adoption, and ongoing optimization of our products or services oversee the design, data management, enterprise integration strategy, and support of LucidHealth delivered integrations. This role requires strong technical prowess, project management skills, and the ability to collaborate effectively with cross-functional teams. The ideal candidate will have collaborative experience with cross-functional implementation and application teams to resolve issues, manage customer expectations, and ensure long-term customer satisfaction and retention.

PRIMARY RESPONSIBILITIES:

1. Client Relationship Management:

• Serve as the primary technical point of contact for assigned customers, developing strong, trusted relationships.

• Understand client business needs, objectives, and challenges, and position appropriate solution(s).

• Communicate effectively with both technical and non-technical stakeholders to manage expectations and deliver results.

• Monitor customer health and proactively identify potential issues before they escalate.

Onboarding and Implementation Support:

• Guide customers through the onboarding process, ensuring smooth integration of proprietary LucidHealth applications and services into various environments.

• Provide hands-on support and troubleshooting during initial setup and post deployment staging, assisting with configuration and system optimization.

• Offer advanced training and educational resources to customers to ensure they maximize the value and efficiency of LucidHealth applications.

Technical Support and Issue Resolution:

• Work closely with customer engineering teams to diagnose and resolve complex technical issues related to our products.

• Coordinate with internal technical teams, such as engineering and product management, to troubleshoot and resolve issues efficiently.

• Escalate unresolved issues to appropriate teams, ensuring timely and effective resolution.

• Collaborate with external vendors and service providers to procure integration software licensing and services.

• Negotiate contracts and agreements with vendors to ensure favorable terms and cost-effective solutions.

• Evaluate vendor performance and make recommendations for improvements or changes as needed.

5. Documentation and Continuous Improvement:

• Create and maintain accurate and up-to-date documentation of integration configurations, processes, and procedures.

• Generate regular reports on data management solution performance, incidents impacting continuum of care, and other relevant metrics for management review.

• Analyze data and trends to identify opportunities for optimization and efficiency improvements.

• Assures data integrity and system survivability by developing and maintaining disaster recovery plans.

ACCOUNT MANAGEMENT AND OPERATIONAL SUPPORT:

• Proven experience in designing and integration of complex IT environments.

• Utilizes IT Operational support systems to include the Customer Support Center, Problem Management, Incident Management, Event Management, Configuration Management, Release Management, and other systems as required.

• Develops, implements, and/or maintains systems following IT Information Assurance policies, processes, procedures, and guidelines and industry standards to address security, privacy, and disaster recovery/business continuity needs to protect the organizations information and resources at established, defined levels.

• Follows established procedures to conduct reviews and audits of systems and information for assigned areas of responsibility.

• Maintains systems to keep information and resources secure and safe from known vulnerabilities to include updating applications and systems with security patches and code updates, and testing changes before placing into production environments.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience.

• Proven experience (5+ years) in a Technical Account Manager, Solutions Engineer, or similar customer-facing technical role.

• Excellent project management skills, including the ability to prioritize tasks, manage resources, and track progress effectively.

• Experience with customer success and account management in a SaaS or technology environment.

• Technical experience with Radiology centric APIs, integrations, and software development.

• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.

• Knowledge of data security best practices.

• Excellent leadership, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.

• Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving technical issues.

* Job location: Onsite- Based in Wisconsin*

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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