Technical Account Manager

3 weeks ago

New York, United States Sandata Technologies LLC Full time

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.

Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

Sandata seeks an experienced Technical Account Manager (TAM) who will work within the Support department as the technical voice to the customer. This role will work closely with customer success manager's, product, engineering, and other cross functional teams to provide technical assistance, troubleshoot issues, and translate complex technical issues into tangible solutions. This is a customer facing individual contributor role with direct impact to overall customer experience by strengthening the client technical relationship, confidence, and awareness of Sandata's platform.


Responsibilities

  • Build trust and provide partnership with your assigned accounts' key stakeholders.
  • Develop and maintain expert-level technical knowledge of Sandata's suite of products.
  • Work within the broader Customer Operations team to provide the knowledge, resources, and customer advocacy that enable other teams to deliver customer value via support channels, training, documentation, or product/feature feedback to development.
  • Establish technical success roadmaps for your customers and drive the completion of critical items and milestones.
  • Lead user facing operational meetings, both through video chat and occasionally in-person.
  • Work cross-functionally, both internally and within your user's organizations, to provide guidance and implement technical software solutions.
  • Communicate directly and frequently with your customers to provide updates and answers to questions.
  • Create and maintain internal documentation, including but not limited to playbooks, operational slide decks, analytical reporting, and customer relationship artifacts.
  • Create customer-facing technical documentation, including but not limited to training materials, technical specifications, change requests, help articles, root cause analyses, visual diagrams, and presentations.

Qualifications

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.


Minimum requirements

  • 4+ years of experience in enterprise level client-facing work
  • Strong product sense and energized by the challenge of solving difficult user related problems.
  • Strong technical writing and verbal communication skills.
  • Ability to lead complex integration conversations in a highly consultative and proactive manner.
  • Working knowledge of RDBMS concepts and an ability to understand data models.
  • Familiarity with APIs and ability to explain API concepts to Sandata's largest and most technical customers.
  • Familiarity with SQL and comfort building basic queries and modifying more complex ones.
  • Familiarity with EDI and working with data integration and exchanges.
  • Strong technical troubleshooting skills and experience interfacing with technical teams
  • Adept client relationship management skills
  • Ability to engage in business-level and technical conversations at multiple levels of the organization.

Preferred Qualifications

  • Experience working within government healthcare technology, home care, and/or claims adjudication.
  • Experience with small to medium scale project management.
  • Experience working with tools such as JIRA, Zendesk, Confluence, Gainsight, and DOMO.

Perks and Benefits:

  • Medical, dental, and vision coverage
  • Flexible Spending Account for health and dependent care
  • Health Savings Account
  • BenefitsVIP/Health Advocate
  • Company paid Life insurance and STD
  • 401(k) Plan
  • Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
  • Employee Assistance Program
  • Tuition reimbursement & paid certification programs
  • In-house product training programs
  • Catalog of training courses for skills development
  • Career Pathing for every department
  • Employee Resource Groups (BIPOC, LGBTQ, Women, Military Veterans)
  • Paid vacation, sick days, and holidays
  • Paid lunch break
  • Employee discounts and company perks
  • Casual work environment
  • Remote work
  • Frequent employee events and fun social clubs

Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet

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