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Senior Technical Account Management Leader

2 months ago

Des Moines, Iowa, United States OpenLoop Health Full time
Job Overview

OpenLoop Health is seeking a Senior Manager of Technical Account Management to oversee our expanding portfolio of B2B client accounts. This position is pivotal in ensuring our customers receive outstanding service and support across our innovative health technology solutions.

Key Responsibilities

The successful candidate will be responsible for:

  • Establishing and nurturing robust relationships with key B2B clients, serving as their main point of contact.
  • Ensuring clients receive prompt and effective assistance, addressing their inquiries and concerns with professionalism and understanding.
  • Utilizing technical expertise to comprehend and resolve client challenges, delivering precise and effective solutions.
  • Collecting and analyzing client feedback to identify trends, challenges, and opportunities for enhancement.
  • Providing actionable recommendations to internal teams, including product development and customer support, to foster continuous improvement.
  • Implementing strategies aimed at boosting overall B2B client satisfaction, with a focus on long-term relationship cultivation and retention.
  • Monitoring client satisfaction metrics and formulating action plans to tackle any areas of concern.
  • Creating and executing crisis management protocols to address client issues swiftly and effectively.
  • Leading and mentoring a small team of account managers, offering guidance, training, and support to ensure optimal performance.
  • Collaborating closely with cross-functional teams to align client needs with organizational objectives.
Qualifications
  • Bachelor's degree in Business Administration, Computer Science, or a related discipline.
  • A minimum of 7 years of experience in account management, with at least 3 years in a technical account management capacity.
  • Experience in managing offshore teams is highly desirable.
  • A strong technical foundation with the ability to comprehend and address intricate client issues related to APIs and webhooks.
  • Exceptional communication and interpersonal abilities.
  • Proven capability to maintain client composure and effectively manage challenging scenarios.
  • Familiarity with CRM systems and customer feedback mechanisms.
  • Strong analytical skills with the ability to convert client feedback into actionable insights.
About OpenLoop Health

OpenLoop Health was co-founded with the vision of delivering healing solutions wherever needed. Our telehealth support services are meticulously crafted to streamline and enhance care delivery for organizations providing significant virtual support to patients across a wide range of specialties.

Company Culture

At OpenLoop Health, we embrace a relatively flat organizational structure, encouraging all team members to contribute ideas and take initiative. This aligns with our core values of Autonomy, Competence, and Belonging, fostering an environment where everyone feels empowered and supported to excel in their roles.