[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. Smile Digital Health is dedicated to supporting better global health through their innovative health data platform and data management solutions. The Technical Account Manager (TAM) will serve as the primary implementation and operational lead for assigned customer accounts, ensuring successful delivery and long-term customer success through cross-functional coordination and governance.ResponsibilitiesServe as the primary implementation lead and operational owner for assigned customer accounts following contract execution, coordinating all Smile customer delivery activities across implementation and operational support functions, renewals, and identifying continued sales opportunitiesWork closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagementsLead customer onboarding, implementation execution, operational readiness, and deployment coordination, ensuring successful integration of Smile solutions into customer environmentsMaintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phasesCoordinate cross-functional implementation execution across Product, Engineering, Support, Sales Account Management, and Delivery teams to ensure alignment on priorities, timelines, risks, dependencies, and customer expectationsMaintain visibility into customer engagement financial health, implementation scope alignment, forecasting inputs, and operational delivery impacts to support successful customer outcomes and business performanceSupport the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholdersPartner with Sales Account Management to support customer growth opportunities, renewals, and strategic account planning while maintaining primary focus on successful customer delivery and operational executionWorking closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectivesOversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolutionLead implementation governance activities including customer operational reviews, risk identification, issue escalation, milestone tracking, and executive communication for assigned customer accountsEnsure customer implementation risks, product gaps, delivery challenges, and operational concerns are proactively identified, documented, communicated, and escalated through appropriate Smile governance channelsCoordinate the Smile Customer Care Team for assigned customers, including Sales Account Managers, Product Managers, Support, Engineering, and Delivery resources, ensuring alignment and accountability across all customer-facing operational activitiesFacilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverablesEnsure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retentionSupport the development and update of enablement tools and resources, as neededEnsure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer successEnsure implementations are managed in alignment with Smile delivery governance standards, including proactive communication, issue escalation, stakeholder coordination, risk management, and implementation accountabilitySkills5-7+ years of experience in a technical software delivery role such as, technical account management, customer success or similar role with a strong technical delivery componentPost-secondary education in a technical program, business administration and/or equivalent work experiencePrevious experience in resource management, financial oversight, and contract/SOW creationStrong customer relationship management and operational leadership skills with the ability to coordinate cross-functional teams and drive successful implementation outcomesExperience leading complex customer implementations or enterprise software delivery engagements involving multiple internal and customer stakeholder groupsExcellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contextsStrong operational communication, executive-level customer engagement, risk management, and escalation management capabilitiesStrong communication, presentation, and negotiation skills, with the ability to effectively engage technical and executive-level customer stakeholdersExperience collaborating cross-functionally with sales, implementation, product, and technical teamsProven track record in managing multiple customer accounts simultaneously, ensuring consistent customer success outcomesAbility to travel up to 25% approximatelyExperience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7), is highly preferredBenefitsRemote Work EnvironmentFlexible Time Away From Work Policy including PTO, Personal and Sick DaysCompetitive Salary and Health/Medical BenefitsRRSP/TFSA/401K Employee ContributionLife and DisabilityEmployee Assistance ProgramFHIR Study Program and Skillsoft LearningSuper HAPI Fun ClubCompany OverviewSmile Digital Health specializes in delivering fast, secure, compliant data infrastructures to enable for data intensive sectors. It was founded in 2016, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is https://www.smiledigitalhealth.com/.Company H1B SponsorshipSmile Digital Health has a track record of offering H1B sponsorships, with 2 in 2023, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.