Abacus Insights · 1 day ago
Technical Account Manager
United States
Full-time
Remote
Mid, Senior LevelAbacus Insights is transforming healthcare by unlocking the power of data to improve care delivery. The Technical Account Manager will act as a liaison between clients and product teams, ensuring optimal client satisfaction and resolution of technical issues.
AnalyticsBig DataData IntegrationData ManagementHealth CareSaaS
Responsibilities
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
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 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
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
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
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
Qualification
Required
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
Preferred
Certified Scrum Master
Experience leading a QA effort for cloud software, or similar experience
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
Benefits
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
Company
Abacus Insights
Abacus Insights offers a data management solution to help healthcare providers improve costs and member outcomes for customers.
Founded in 2017
201-500 employees
H1B Sponsorship
Abacus Insights has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2023 (7)
2022 (1)
2021 (1)
2020 (4)
Funding
Current Stage
Growth StageTotal Funding
$94.52MKey Investors
Claritev CorporationCRVAssurance Capital
2022-06-16Series C· $40.92M
2020-06-16Series B· $35M
2019-05-30Series A· $12.7M
Leadership Team
Minal Kumar Patel
CEO and Founder
John Pyhtila
Chief Operating Officer
Recent News
2024-12-11
Company data provided by crunchbase