Principal Technical Account Manager, Strategic Healthcare

Principal Technical Account Manager, Strategic Healthcare at Andgo Systems summary: The Principal Technical Account Manager at Andgo leads strategic technical management for a critical healthcare enterprise account, ensuring optimal use and integration of workforce management solutions. The role involves high-level client relationship management, technical troubleshooting, and alignment of product roadmaps with healthcare operational needs. This position requires expertise in healthcare IT, SaaS platforms, and strong communication skills to liaise with executive stakeholders and technical teams. Location : United States (Remote) |  Preference : West Coast-based candidates strongly preferred |  Travel : Up to 25%  About the Role At Andgo, we are pioneering optimized workforce management (WFM) staffing solutions for the enterprise healthcare marketplace. Our platform is essential for healthcare systems, ensuring optimal staffing levels that directly impact patient care and operational efficiency. We are seeking a highly strategic Principal Technical Account Manager to manage the complete technical lifecycle and long-term success of our most critical, large strategic enterprise account in the US Healthcare space. Reporting to the Senior Manager, Technical Integration & Support, this is a pivotal, high-impact role that demands an ideal blend of executive-level client relationship management and expert-level technical problem-solving. You will act as the dedicated technical leader of the account, responsible for strategic technical planning, complex troubleshooting, and ensuring the customer achieves maximum, sustained value from the Andgo platform. This position is perfect for a seasoned professional who excels at building trust with C-suite and senior technical leaders, translating complex technical roadmaps into business value, and navigating the unique, high-stakes environment of healthcare IT. What you'll be doing Client Relationship Management & Strategic Planning Serve as the primary technical subject matter expert (SME) and strategic advisor for a dedicated, Large Strategic Enterprise Healthcare account, building and maintaining deep, long-term relationships with technical stakeholders and executive decision-makers. Advise the client on how to strategically align their long-term technical goals and initiatives with the capabilities and future direction of the Andgo product roadmap. Advocate for the customer's needs as a strategic partner for their adoption and alignment with the product roadmap. Proactively monitor and interpret customer technical health and system utilization data; identify and mitigate complex risks (performance, security, scalability) to ensure continuity and successful adoption. Collaborate seamlessly with the Customer Success Manager to co-lead Executive Business Reviews, delivering technical presentations that focus on ROI, system optimization, and future strategic growth. Expert Technical Consulting & Troubleshooting Act as the internal and external technical escalation point for all post-live issues, performing advanced root cause analysis by analyzing logs, database configurations, and system behavior. Guide the customer on advanced system architecture, configuration best practices within the Andgo ecosystem, and optimization to ensure a highly scalable and resilient enterprise solution. Drive the resolution of critical technical issues in collaboration with Engineering and Product teams, managing all internal and external technical communication to minimize impact on the critical 24/7 healthcare environment. Project Execution & Product Advocacy Lead the technical execution of high value, complex projects, including enterprise-wide system integrations, major version upgrades, and deployment of new features, ensuring on-time and high-quality delivery. Champion the voice of this key customer internally, translating their unique technical feedback, business workflows, and competitive landscape needs into actionable requirements for our Product and Engineering roadmaps. Co-create and deliver tailored, high-level technical training and documentation for customer IT teams, empowering them to effectively test, and manage their Andgo implementation. What you bring to the team Proven Experience: 7+ years in a senior, customer-facing technical role (e.g., Technical Account Management, Solutions Architect, Enterprise Technical Consulting) supporting Large Strategic Enterprise accounts. WFM Domain Expertise: Required, hands-on experience working with UKG Workforce Management Pro (formerly Dimensions/WFC) or similar enterprise-level WFM solutions. Healthcare Industry Focus: Deep understanding of healthcare staffing, scheduling workflows, operational constraints, and the high-compliance, high-stakes nature of healthcare IT. Technical Acumen: Expert-level knowledge of SaaS solutions, modern integration patterns, cloud environments, and sophisticated technical troubleshooting methodologies. Communication & Presence: Exceptional verbal, written, and presentation skills, with a proven ability to communicate complex technical concepts and strategy to both technical teams and non technical executive-level audiences. Education: Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience. Bonus Points Demonstrated experience managing a technical relationship with a single, highly strategic, high-revenue account. Work with us Remote-Friendly: Work from anywhere in the United States. (West Coast preferred) Health & Dental Benefits: Comprehensive health and dental coverage. 401(k) Match: Employer-matched 401(k) plan to help you invest in your future. Professional Development: Budget for professional development to help you grow in your career. Vacation: 4 weeks of vacation to recharge and relax. Statutory Holidays: 12 company-recognized statutory holidays each year. Flex/Bonus Days: 2 additional flex days each year to use however you need.  Sick/Wellness Days: Unlimited paid sick and wellness days to support your health and wellbeing. Flexible Hours: Flexible working hours to suit your lifestyle. 10% Time: Opportunity to work on side projects of your choosing. Home Office Setup: Budget to set up your home office. Great Team: Collaborative and supportive team members. Impact: Opportunity to make a significant impact in the healthcare industry. If you feel like you might not possess all the qualities we are looking for, we still want to hear from you We believe in growing talent and building a diverse team that values growth and personal development. About Us Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time. As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the "why" of the work they're doing, and how it fits into the overall picture of Andgo as a product and business. Andgo Culture The culture at Andgo Systems is by D.E.S.I.G.N. Does the right thing . We are intentional in determining the right course of action. We do what's right, not what's easy, even when no one is looking. Exhibits a growth mindset . Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth. What got us here is not going to get us there. Shows authentic self . We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental.  Innovate & iterate . We thoughtfully experiment and push the boundary, knowing that even when we 'fail' it moves us forward. Good people help first . We add value to every interaction. We have a service-first mentality, whether it's helping a co-worker or a customer. We listen empathetically. No ego . We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information. These shared core values are how we hire, review, reward, and recognize our team, so it's important that you share these values in order to be a part of the Andgo team. Keywords: technical account manager, healthcare IT, workforce management, enterprise software, technical consulting, client relationship management, SaaS solutions, healthcare staffing, technical troubleshooting, strategic planning