Senior Technical Account Manager

As a Senior Technical Account Manager at Redox, you will be tasked with fostering strong relationships with our enterprise customers post-sale, ensuring they achieve their integration goals. This involves collaborating on success plans, monitoring industry trends, and addressing any escalations. You’ll also create useful collateral to support large-scale customer engagements and stay updated on product enhancements. Your role is essential in guiding customers in effectively utilizing our integration platform to improve healthcare outcomes.

To qualify for the Senior Technical Account Manager position at Redox, you should have at least five years of experience with EHR integration and a strong grasp of healthcare workflows. Familiarity with data formats like HL7v2, XML, and APIs is crucial. Experience in customer success and the ability to propose new solutions for clients is a big plus. You should also be adaptable and comfortable working in a dynamic environment.

At Redox, the salary for a Senior Technical Account Manager ranges from $110,000 to $130,000 per year, depending on your experience and qualifications. Additionally, there may be opportunities for incentive compensation such as bonuses. We also offer a comprehensive benefits package, including stock options and robust health insurance, making our total rewards highly competitive in the industry.

Redox prides itself on a remote-first work culture that encourages flexibility and collaboration. As a Senior Technical Account Manager, you’ll work within a supportive team that values open communication and innovative thinking. We ensure our employees maintain a healthy work-life balance, offering unlimited flexible time off and initiatives like Rest & R^Charge days. Your professional development is important to us, and we provide opportunities for growth tailored to your interests.

In your role as a Senior Technical Account Manager at Redox, you will utilize key tools including Google Suite for collaboration, Jira and Confluence for project management, and Salesforce for managing customer relationships. Familiarity with these platforms will enable you to effectively support our clients and facilitate integration processes smoothly.

When creating a customer success plan, I first engage deeply with the client's goals, understanding their unique needs and challenges. I then outline actionable steps for achieving those goals, involving key performance indicators to track progress. Collaboration with internal teams ensures that we meet our customers' expectations and provide regular updates.

In a previous role, I encountered a situation where a major client faced delays in their integration timeline. I approached this by arranging a meeting to understand their concerns, facilitating a deeper discussion around their challenges, and involving our product team to pivot our support strategy. Ultimately, this led to a more robust relationship and a successful resolution.

I ensure to keep abreast of the latest healthcare integration standards by regularly attending industry webinars, subscribing to relevant publications, and participating in professional networks. Staying informed allows me to provide the best possible advice and solutions to our clients, leveraging the latest advancements in the field.

I have over five years of experience working directly with EHR systems, where I've been involved in various stages of integration, from initial assessments to implementation and post-launch support. My deep understanding of clinical workflows has been instrumental in navigating challenges and meeting project timelines effectively.

Essential skills for a Senior Technical Account Manager include strong communication and interpersonal skills to build lasting relationships, analytical skills to assess client needs and propose tailored solutions, and a solid understanding of healthcare workflows and technical integration processes. Additionally, being adaptable and proactive is key to navigating a fast-paced environment.

When handling escalations, I remain calm and focused, first listening to the client's concerns fully. Understanding the root of their dissatisfaction is crucial. I then work collaboratively to identify solutions, ensuring the client feels heard and supported. Keeping transparent communication throughout the resolution process helps rebuild trust.

In a previous role, I identified that a client was not utilizing a key feature of our platform that could enhance their workflows. I organized a training session to showcase the benefits and encouraged trialing this new feature. This resulted in increased engagement, and they later expanded their use significantly, which strengthened our partnership.

To identify new solutions, I conduct regular check-ins with clients to assess their evolving needs and challenges. I also analyze industry trends and incorporate feedback from internal teams to propose innovative ideas tailored to their goals. Leveraging our product capabilities creatively allows me to address their specific requirements effectively.

My communication style is centered around clarity, empathy, and collaboration. I aim to be concise yet thorough in sharing information, making sure to listen actively to clients and understand their perspectives. Building strong, trusting relationships is my priority, and I adapt my style to meet the needs of diverse stakeholders.

I am motivated by the opportunity to make a tangible impact in healthcare technologies. Helping organizations simplify their processes and improve patient care gives me a sense of purpose. Additionally, the dynamic nature of the tech landscape presents constant learning opportunities that drive my passion for excellence in customer success.