Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.
As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.
Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.
If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.
Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.
Title: Technical Account Manager
Overview of Position
The Technical Account Manager is responsible for driving customer satisfaction and proactively managing the support relationship with large enterprise customers. The Technical Account Manager is both a technical and strategic advisor, providing technical guidance and consulting, as well as the management of support projects and other improvement initiatives.
What will be my duties and responsibilities in this job?
Manage the overall Customer Success relationship with large, complex enterprise-level customers; collaborate with front-line support managers to manage the resolution of complex technical issues
Build and maintain a strong working relationship with key customer and internal stakeholders; act as a key point of contact/escalation contact for assigned customers; communicate with all levels of the customer organization as required; conduct regular conference calls to review and prioritize outstanding issues
Regularly review open service requests and engage appropriate internal resources as necessary. Drive escalation and follow up with appropriate resources to facilitate timely resolution; seek out opportunities to increase customer satisfaction. Work with customers to help them achieve their long term or strategic objectives
Develop workflows and oversight strategies that successfully predict, avoid and ultimately reduce customer escalations; provide ongoing support updates to customers on the effective use of our applications through new products, services and training information
Utilize tools, monitoring platforms and available metrics to seek out and execute on opportunities to optimize our products and services for our customers; understand the context and advocate for customer-requested enhancements/defects/escalated concerns; provide updates, executive summaries, and guidance to our executive team and other internal stakeholders as required; may include onsite presentations for assigned customers
What are the requirements needed for this position?
5+ years in a technical support environment
1-2 years of experience in customer account management or project management role
Previous experience with Change Healthcare Radiology or Change Healthcare Cardiology Applications
Bachelor’s degree or equivalent work experience.
What other skills/experience would be helpful to have?
Experience working on large, complex projects and customers
Technical Knowledge of hospital system environments and workflow is an asset
Strong technical aptitude. Ability to form a high-level understanding of complex technical issues.
Strong organizational skills with an ability to manage competing customer demands
Effective escalation management skills
Excellent analytical capabilities to breakdown complex technical tasks into executable and measurable steps
Creative problem solver; able to accomplish goals through a variety of processes and tools
Strong communication (both written and oral), able to tailor message format and content to a specific audience
Must be a team player, flexible self-starter, and have a strong can-do attitude. Able to anticipate and resolve complex issues.
Experience with escalation management
What are the working conditions and physical requirements of this job?
General office demands
How much should I expect to travel?
Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!