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Redox · 15 hours ago

Sr. Manager, Technical Account Management

United States

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

$133K/yr - $153K/yr

7+ years exp

Redox is on a mission to accelerate healthcare’s transformation with useful data. The Senior Manager, Technical Account Management will lead a team to maximize commercial returns on Redox's interoperability platform, ensuring customer adoption translates into significant revenue retention and expansion.

Data IntegrationElectronic Health Record (EHR)Health CareInformation Technology

Comp. & Benefits

Responsibilities

Own Company-Level KPIs: Directly responsible for maximizing Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through proactive account management and expansion initiatives, alongside managing CSAT

Expansion & Upselling: Proactively partner with customers to identify new integration needs, product adoption opportunities, and use cases that result in the expansion of services, scopes, and ultimately, increased contract value

Strategic Retention: Act as the executive sponsor for a portfolio of key accounts, ensuring continuous, high-value delivery to secure timely and successful contract renewals. Mitigate churn risk by maintaining deep alignment on the customer's long-term business and technical roadmaps

Team Leadership & Performance: Manage, mentor, and develop a team of Senior TAMs, instilling a strong focus on commercial outcomes, account growth, and proactive value demonstration. Ensure the team meets or exceeds targets related to revenue retention and account expansion

Customer Business Partnership: Serve as a trusted advisor, translating complex technical integration challenges and new interoperability standards into clear, financially-sound strategies for the customer's executive team

Internal Collaboration: Drive cross-functional alignment (Sales, Product, Engineering) to manage customer success plans and escalations, specifically where they impact the customer’s time-to-value and future renewal potential

Product Utilization: Monitor industry trends and product enhancements to proactively guide customers toward utilizing new features that directly translate to operational efficiency and business growth

Qualification

Healthcare ExpertiseRevenue & Performance Track RecordCommercial AcumenExperience & People LeadershipEHR Integration KnowledgeStrategic RetentionLeadership & InfluenceCommunication

Required

7+ years of professional experience, including 3+ years managing, coaching, and developing high-performing customer-facing teams

Proven success leading high-performing teams focused on renewing, expanding, and growing enterprise accounts (Net Revenue Retention/Expansion experience is critical)

Strong business sense and experience translating technical value propositions into quantifiable business impact and return on investment (ROI) for customers

Demonstrated success in developing customer accounts into long-term strategic franchises, proactively identifying and closing upsell and cross-sell opportunities

Deep EHR integration, workflow knowledge, and clinical understanding, used to drive solution adoption and maximize customer utilization

Ability to inspire a culture of execution, commercial focus, and accountability while fostering strong internal and external collaborative relationships

Excellent executive-level communication, negotiation, and presentation skills focused on clearly articulating customer value