Technical Account Manager

We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud-based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that’s where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing they’re really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.

Position Overview

Technical Account Managers are responsible for providing technical support to our clients via telephone and/or remotely via the Web. It is a technical role for our ambulatory as well as acute care solutions. They are responsible for addressing the technical needs of our clients, regardless of the size of the client or the issue. A Technical Account Manager must have detailed knowledge of networks, databases, Web application servers, some software scripting, and strong communication skills.

The eClinicalWorks EMR/PM application is “Mission Critical” to every one of our 9,000+ clients. Technical Account Managers are responsible for keeping our clients up and running, often under stressful conditions and with tight time constraints. Technical Account Managers must have a technical background (Bachelor’s or Master’s degree in Computer Science, and/or Software Engineering), be able to multi-task, have excellent communication skills, and bring their passion for solving problems and customer service to work every day.

Responsibilities

• Respond to all Accounts via telephone or the web
• Meet SLAs
• Manage relationships with customers
• Maintain excellent customer satisfaction level
• Work with cross-functional teams when required
• Find technical resolutions to unknown or new scenarios
• Keep up to date with all eCW products and their enhancements
• Other duties as assigned

Requirements

• Be able to travel up to 50% of the time
• Master’s degree in Computer Science, IT, or Technology
• Bachelors’ degree with 2 plus years of technical account management experience
• 1 year of relational database experience
• 1 year of experience with Internet Protocols, HTTP / HTTPs
• 1 year of experience with XML / XSL
• 1 year of experience with Linux and Windows operating systems
• 1 year of experience with Web Application Server(s)

Preferred Qualifications

• Experience with Java or .Net (preferred)
• Experience with server-side programming using VB / COM (preferred)
• Prior technical support experience a plus
• Prompt, responsive, responsible, and friendly approach to customer situations
• Understanding of N-Tier Architecture
• Knowledge of SQL Server 2005, 2008

eClinicalWorks offers a rich suite of benefits which include the following: eighteen days of Paid Time Off per year which scales based on tenure; nine Paid Holidays and one Floating Holiday; insurance for eligible employees which includes medical, dental, vision, basic life, short term disability, long term disability, business travel accident, and accidental death and dismemberment.

As well, we offer a 401(k) plan with a Company safe harbor contribution; Flexible Spending Account for Health Care and Dependent Care for eligible employees; limited personal leave; additional voluntary benefits, including additional insurance (hospital indemnity, critical illness, accident, supplemental life, short term disability buy up, pet), genetic testing, legal plan, and supplemental accidental death and dismemberment; and an annual discretionary bonus for eligible employees.

eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.