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    Technical Account Manager - Madison, United States - TheraManager DocuTrac

    TheraManager DocuTrac
    TheraManager DocuTrac Madison, United States

    2 weeks ago

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    Description
    About TheraManager DocuTrac

    We are a behavioral health 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 product's technical aspects.

    This includes end to end service and support to ensure our client's success with post go-live support.

    A successful technical account manager will:
    Solve customer issues with excellent customer service.
    Troubleshoot and resolve issues with SQL competence and software application aptitude.
    Coordinate other teams as necessary when issues require additional support.
    Educate clients via written communication as well as videoconference and by creating how-to guides.
    Document customer needs and enhancement suggestions.
    Coordinate with the sales team for add-on or net-new sales opportunities.
    Identify cross-sell opportunities based on the customer's evolving needs.
    Assist customers with requests and take care of technical issues.

    This includes opening 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.

    Build strong customer relationships, especially with key customer stakeholders.
    Ensure customer success.
    Gain an in-depth understanding of the company's products and services.
    Provide guidance on product usage and best practices.
    Monitor customer satisfaction and demonstrate product value.
    Analyze customer usage and engagement data to identify areas for improvement.
    Provide regular reports and insights to customers to showcase their achievements and areas of growth.
    Empower customers to leverage the product effectively.
    Act as a voice of the customer within the company, advocating for their needs and priorities.
    Provide customer insights to marketing and sales efforts.
    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)
    Bachelor's degree or equivalent experience
    Knowledge of SQL and programming languages
    Strong communication and interpersonal skills
    Proficient in MS Office
    Familiar with CRM software
    Ability to travel 10% of working time, may include overnight/weekend travel
    Must reside in one of the following states: MD, PA, WV, CO, NY, WI, NJ, IA, GA, FL, OH, MN, WI
    Authorization to work in the United States without sponsorship

    More About You

    Service mindset with high customer empathy
    Highly autonomous and self-directed
    Assertive – willing to push back when necessary
    Ability to navigate the gray area
    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.

    You'll 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.

    #J-18808-Ljbffr
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