Technical Account Manager

Job Description

Job Description

Description:

Job Title: Technical Account Manager

Role Summary
The Technical Account Manager will serve as a primary technical liaison between our healthcare clients and internal teams, ensuring successful adoption and ongoing use of the TimeDoc platform. This role combines client relationship management, technical troubleshooting, and product expertise to drive client satisfaction, reduce friction, and support scalable growth in a complex healthcare integration environment.

Key Responsibilities

1. Tier 2 Support & Issue Research
   • Handle escalated technical issues from Tier 1 support, performing deep-dive analysis into integration, configuration, or platform behavior.
   • Reproduce, document, and triage complex issues, providing clear next steps and timelines back to clients.
2. Client Configuration Assistance
   • Assist clients with configuring the TimeDoc platform to align with their workflows, EMR setup, and business requirements.
   • Guide clients through configuration best practices, including user setup, integrations, and data mappings.
3. Product Knowledge (TimeDoc Platform)
   • Maintain in-depth, up-to-date knowledge of the TimeDoc platform, including features, workflows, integrations, and limitations.
   • Serve as a product expert for clients and internal teams, helping translate client needs into product usage or enhancement requests.
4. Issue Resolution & Engineering Collaboration
   • Identify, troubleshoot, and track technical issues impacting clients, working closely with engineering and product teams to drive timely resolutions.
   • Create detailed, reproducible bug reports and feature requests that clearly outline impact, steps to reproduce, logs, and relevant context.
5. Client Training & Enablement
   • Deliver live training sessions (1:1 or group) to client teams on platform features, workflows, and best practices.
   • Develop or contribute to client-facing documentation, user guides, FAQs, and how-to resources.
6. Cross-Functional Collaboration
   • Partner with Support, Engineering, Product, and Implementation teams to ensure smooth handoffs and consistent client experiences.
   • Provide client feedback and recurring issue patterns to inform product roadmap and process improvements.

Key Competencies

• Strong communication skills, with the ability to translate technical concepts into clear, client-friendly language.
• Structured problem-solver with attention to detail and strong documentation habits.
• Customer-centric mindset with a bias toward ownership and follow-through.
• Ability to manage multiple accounts and priorities in a fast-paced environment.

Required Qualifications

• At least 3 years in a technical client-facing role, such as Technical Account Manager, Solutions Engineer, Implementation Specialist, or Sales Engineer.
• Experience working with healthcare clients; supporting EMR/EHR workflows or health IT products is strongly preferred.
• Hands-on experience with healthcare interoperability standards, including FHIR and HL7, and familiarity with interface engines such as Mirth/NextGen Connect.
• Experience working with major EMR/EHR systems such as Epic, Cerner, Athenahealth, eClinicalWorks, or similar platforms.
• Strong technical skills, including:
  • Basic scripting or automation (e.g., Python, JavaScript, or similar)
  • Ability to write and interpret SQL queries and run reports
  • Familiarity with REST APIs and tools such as Postman or similar API clients for testing and debugging

Preferred Qualifications

• Prior experience supporting or implementing integration-heavy healthcare software (e.g., care management, telehealth, population health, RCM).
• Experience with monitoring/logging tools and troubleshooting data pipelines or interfaces.
• Familiarity with security and compliance considerations in healthcare (HIPAA, PHI handling, access controls).