[Remote] Technical Account Manager II

Note: The job is a remote job and is open to candidates in USA. OpenLoop is a telehealth support solutions company that aims to streamline care delivery for virtual support across various specialties. They are seeking a Technical Account Manager to manage the relationship with healthcare and telehealth clients, ensuring seamless care delivery through proactive account management and technical problem-solving.ResponsibilitiesOwn the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalationLead quarterly business reviews (QBRs) — presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goalsMonitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surfaceDrive platform adoption by identifying underutilized capabilities and translating them into tangible client valueCollaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunitiesTranslate complex client workflows and integration requirements into structured, prioritized product feedback for Engineering and Product teamsServe as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery — resolving independently within your technical competency and escalating to appropriate teams as requiredInvestigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention planMaintain clear, proactive communication on issue status and resolution timelines to build partner confidenceDocument issues, root causes, and resolutions for visibility, trend analysis, and future preventionIdentify recurring problems and collaborate with internal teams on systemic fixes and platform improvementsMaintain internal support documentation and assist with testing new features or workflows to surface risk before client impactPartner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performanceSkillsBachelor's degree in Computer Science, Business Administration, or related field preferred3–5 years managing technical accounts in healthcare, telehealth, or SaaS — with a demonstrable track record of retention and expansion outcomesProven ability to diagnose and resolve complex integration or workflow issues independently, with documented root cause and preventionStrong understanding of patient-facing workflows including scheduling, intake, and clinician matchingComfortable presenting to director and VP-level stakeholders, including leading structured QBRs with data and clear recommendationsExperience defining and tracking account success metrics — adoption rates, time-to-value, ticket volume trendsSkilled at translating technical constraints into non-technical language for client audiences, and client needs into actionable requirements for internal teamsExcellent written and verbal communication — calm, empathetic, and direct under pressureKnowledge of HIPAA and best practices for handling PHIExposure to workflow optimization or process improvement initiativesExperience in coding (JavaScript, Python, HTML) or a foundational understanding of software engineering is highly preferredWorking knowledge of FHIR, HL7, and REST, SOAP, or GraphQL API integrations — ideally in a healthcare or EHR contextBenefitsMedical, Dental, and Vision plansFlexible Spending/Health Savings AccountsFlexible PTO401(k) + Company MatchLife Insurance, Pet insurance, and moreCompany OverviewOpenLoop is the nation’s top white-label digital health infrastructure provider, powering virtual care delivery for healthcare organizations, employers, retailers, and consumer brands. It was founded in 2020, and is headquartered in Des Moines, Iowa, USA, with a workforce of 501-1000 employees. Its website is https://openloophealth.com.