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Technical Account Manager

1 month ago

Jeffersonville, United States PharmaCord Full time

Our Company: PharmaCord is a leading provider in pharmaceutical patient support services. Our services are sponsored by our pharmaceutical company clients. Together, we are committed to compassionately providing patients with support services during their journey on therapy.

We deliver our services through our talented team of benefit specialists, nurses, pharmacists, case managers, pharmacy techs, program managers, and other incredibly talented team members who are supported by world-class proprietary technology systems developed internally by our team of engineers, system architects, coding professionals and data scientists.


We are PharmaCord, a purpose-driven organization on a rapid growth journey.


Our Team: Our team is highly motivated and passionate about providing the highest quality customer support to our patients. We look for individuals interested in growing with our company and working in an exciting, open and collegial work environment. We seek problem solvers who are compassionate, have high integrity and demonstrate grit. Our colleagues are enthusiastic team members who love what they do and are passionate about making a difference through their work. We take initiative, exhibit pride in our accomplishments, and are trusted to work independently while collaborating to share ideas, support, and resources.


We are looking for a talented and experienced Technical Account Liaison to serves as the primary liaison between the Information Technology team, and both internal and external clients. to join our team This role requires a blend of business analysis, product ownership, project management, and client success expertise to ensure seamless communication, effective resolution of issues, and successful delivery of technology solutions. The candidate will participate in all IT client interactions– as the dedicated Client IT contact, advocate/monitor client technology initiatives, escalate internally to IT Leadership as needed, and report on progress to key stakeholders on behalf of the Information Technology organization.


Primary Responsibilities Include:

  • Act as the single point of contact for all client-related inquiries within the PharmaCord IT organization
  • Monitor (and escalate as needed) client requests, service tickets, defect resolutions, and innovation initiatives from initiation to outcome
  • Conduct regular status meetings with business partners and clients to report progress, status, outcomes, and any challenges on IT requests, tickets, corrective and preventive action (CAPA),and initiatives
  • Collaborate with operations to bring innovative technology ideas and solutions to clients
  • Participates in client quarterly business reviews, presenting updates on current technology initiatives and achievements, as well as discussing innovative ideas as applicable
  • Serve as a client technology subject matter expert, bridging the gap between operations, technology, and partner teams
  • Monitor project timelines and deliverables, ensuring adherence to service-level targets and timelines
  • Facilitate communication between cross-functional teams to ensure alignment and transparency.
  • Analyze and report on key performance metrics, identifying areas for improvement
  • Partner closely with the IT solution architect, business analysts, product owners, and development leads/managers to design the best way to implement ideas and resolve issues
  • Perform other duties as assigned


Qualifications:

  • Bachelor’s degree in Computer Science, Business Administration, or related field; or equivalent experience required
  • Proven experience in product management, project management, and client success roles
  • Experience working with internal and external clients to define business and technical needs
  • Experience working in Healthcare and Information Technology departments is a strong plus
  • Strong understanding of technology solutions and their application in a business context
  • Excellent communication (written and oral),interpersonal, critical thinking, and problem-solving skills
  • Proficient in Microsoft Office applications, specifically Excel, PowerPoint, Visio, and Word
  • Experience eliciting and diagramming process flows
  • Experience working with Project Tracking Software preferred
  • A good understanding of SDLC process(Waterfall, Agile) is preferred
  • Ability to work collaboratively in a fast-paced environment
  • Ability to investigate how best to solve business problems and meet with the key IT personnel responsible for the delivery of the solution
  • We are located in Jeffersonville, IN. You must be willing to work in this location
  • Although very minimal, flexibility to travel as needed is preferred.


Physical Demands & Work Environment:

  • This is a full-time exempt position.
  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.
  • Ability to sit for extended periods of time.
  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.


Once you land this position, you’ll get to enjoy:


Our Benefits & Perks

  • Affordable Medical, Dental, and Vision benefits with no premium increases in 4 years
  • Concierge Medical Clinic free of cost for those enrolled in a PharmaCord medical plan (including dependents)
  • 401(k) company match
  • Wellness discounts on health premium
  • HSA employer contribution
  • Company paid Short-term Disability (STD)
  • Company paid and voluntary Life Insurance options
  • Voluntary Life, AD&D and Long-Term Disability Insurances
  • Paid Parental Leave of Absence
  • Wellness and Employee Assistance Programs
  • PTO benefits, flex days and paid holidays
  • Employee Referral Program
  • Ambassador Program
  • Tuition reimbursement program
  • And more


A Career You'll Love

  • Working for PharmaCord - voted Best Places to Work in Kentucky for 2019 and 2021.
  • Voted Best Companies for Employee Happiness, Best Companies for Women and Culture by Comparably in 2023.
  • Work for a company that values diversity and makes deliberate efforts to create in inclusive workplace.
  • Opportunities for advancement with a company that supports personal and professional growth.
  • Playing a crucial part in the lives of our patients, physicians, and pharmacies by enhancing the patient services experience.


Any offer of employment is contingent on completion of a background check to company standard. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

At PharmaCord, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. PharmaCord is proud to be an equal opportunity employer.

In order to maintain a safe workplace for our team members, PharmaCord strongly recommends that all employees are vaccinated against COVID-19.

Want to learn more about us? Find us on LinkedIn, Glassdoor, Twitter & Facebook