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Technical Account Manager - Madison, United States - TheraManager DocuTrac
Description
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Parental leave
Vision insurance
About TheraManager DocuTrac
We are a behavioral health EHR and practice management software company with over 1,000 clients today. We provide EHR, practice management software, and RCM services to private practices, universities, clinics, municipal and state agencies, and hospitals throughout the US and limited international locations.
Overview and Responsibilities
A technical account manager is responsible for assisting clients with our products technical aspects. This includes end to end service and support, including add on and upgrade sales, to ensuring our clients success with post go-live support. The key duties of a technical account manager include:
Respond in a timely way to product-related inquiries
Informs and trains clients about products and their use
Documents customer needs
Reports customer feedback
Coordinates with the sales team
Monitors for add-on or sales opportunities
Assisting customers technical requests and taking care of any technical issues including opening up tickets to ensure the correct team addresses the concern and providing direct support on workflow questions (how to best complete a function in the system), user access concerns, and basic system troubleshooting for TheraManager and our partner companies
Building strong customer relationships, especially with key customer stakeholders and sponsors
Ensuring that customers feel satisfied with their purchases
Responding to questions about a product's specifications
Sharing information with the sales team to improve promotional efforts
Recording customer feedback and questions for future use
Possess an in-depth understanding of the company's products or services.
Act as a knowledgeable resource for customers, providing guidance on product usage and best practices.
Monitor customer satisfaction and engagement to identify potential churn risks.
Sales-related expectations:
Retain / renew customer contracts by demonstrating the value we deliver and the return on investment.
Identify upsell and cross-sell opportunities based on the customer's evolving needs.
Collaborate with the Sales and Client Services teams to help the company achieve its annual sales goals
For the large, strategic accounts you are assigned to, achieve an annual sales goal set for that customer based on them renewing their contract, upgrading, and/or adding products and services.
Analyze customer usage and engagement data to track progress and identify areas for improvement.
Provide regular reports and insights to customers to showcase their achievements and areas of growth.
Conduct training sessions to educate customers about the product's features, functionalities, and updates.
Empower customers to leverage the product effectively to achieve their desired outcomes.
Act as a voice of the customer within the company, advocating for their needs and priorities.
Provide input to marketing and sales efforts based on customer insights.
Stay up-to-date with industry trends, best practices, and competitive landscape to better serve customers.
Qualifications
Required
Minimum 3 years of experience as a technical account manager (or similar role)
Bachelors degree or equivalent experience
Proficient in MS Office
Knowledge of SQL and programming languages
Strong communication and interpersonal skills
Familiar with CRM software
Ability to travel 10% of working time, may include overnight/weekend travel.
Must reside in Wisconsin
Authorization to work in the United States without sponsorship.
More About You
Assertive willing to push back when necessary
Highly autonomous and self-directed
Ability to navigate the grey
Operate with a service mindset
Intrinsic desire to improve healthcare
Benefits
TheraManager provides health insurance, dental insurance, and voluntary participation in a 401k. We also offer PTO and work-from-home flexibility. Youll get to work with purpose-driven people dedicated to the mission of making mental health and behavioral health care better and more accessible through technology enablement and technology-enabled services. Our aim is to help clinicians provide and for people to receive the best possible care.
This is a remote position.
