Technical Account Manager

Overview: A Technical Account Manager (TAM) is a customer-facing role responsible for managing and nurturing relationships with key clients. This position acts as the technical point of contact for clients, ensuring the smooth integration, deployment, and use of technology solutions. A Technical Account Manager enables customers to recognize value by providing technical guidance, troubleshooting, and ensuring customer success with a focus on improving the overall user experience and achieving long-term satisfaction.

Duties and Responsibilities:

• Client Relationship Management:




• Act as the primary technical point of contact for assigned clients, developing and maintaining long-term support relationships.

• Understands customer needs, suite of solutions, complex setup and business model.
• Serve as the voice of the customer internally, advocating for their needs and ensuring high levels of satisfaction.
• Advocating on the customers behalf for enhancements or improvements.
• Building relationships with the customer's technical teams through active engagement.

• Technical Guidance and Consultation:

• Provide ongoing support and proactive solutions to technical issues, ensuring minimal disruption to the client's operations.
• Advise clients on best practices and product usage.
• Provide hands-on troubleshooting, root-cause analysis, and technical recommendations for improvement.
• Educate customers about new features, functionalities, and updates to the product or service.

• Internal Coordination:

• Swarming with a team of experts to analyze complex problems and business needs.
• Work with internal teams (engineering, sales, product, etc.) to ensure client needs are met on time and effectively.
• Manage expectations and set clear timelines for deliverables.
• Oversight of all customer cases ensuring forward momentum and resolution of issues.

• Escalation Management:

• Act as the escalation point for technical issues that are unresolved by standard support teams.
• Collaborate with internal engineering teams to resolve complex technical issues in a timely manner.
• Ensure that customer issues are resolved, preventing further impact to business operations.

• Reporting and Documentation:

• Enterprise view of case volumes and trends, identifying opportunities for improvements.
• Maintain thorough documentation of customer interactions, technical support cases, and resolutions.
• Generate reports for both internal teams and customers on performance, system health, and key metrics.




• Maintain compliance with Inovalon's policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Experience: Typically requires 3+ years in technical support, customer success, or account management role in a related industry.

• Technical Expertise: In-depth knowledge of the company's products, services, and technologies.

• Customer-Oriented Mindset: Excellent interpersonal skills, with the ability to build strong relationships with customers. Ability to understand client business goals and challenges.
• Problem-Solving: Strong troubleshooting and analytical skills, with the ability to resolve complex issues and provide creative solutions.
• Communication Skills: Exceptional verbal and written communication abilities. Ability to explain complex technical concepts in simple terms.
• Project Management: Strong organizational skills, with experience managing multiple tasks and projects simultaneously.
• Collaboration: Ability to work effectively with cross-functional teams, including engineering, sales, and product teams.

• Ability to thrive in a fast-paced, customer-focused environment.
• Proactive attitude with a strong sense of ownership and accountability.
• Strong understanding of SaaS or enterprise-level technologies.
• Experience working with C-level executives and technical teams.

Education:

• Bachelor's degree in computer science or information technology, or relevant work experience.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time).
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions.
• Subject to inside environmental conditions.
• Travel for this position will include less than 5% locally usually for training purposes.