Technical Account Manager
The Role:
Cedar is a patient payment and engagement platform that elevates the total patient experience beyond clinical care. The platform leverages data science and technology to deliver modern intelligence to providers and simplify the healthcare experience for patients.
Cedar is improving the healthcare financial experience. Our technology improves the overall experience of patient billing and engagement, enabling providers to thrive in a rapidly changing environment while helping patients understand the cost of their care.
The Implementation Team owns the delivery of Cedar's product and functionality to our clients, from signing onward as our clients grow and expand. Therefore, we’re seeking a Technical Account Manager (TAM) to lead everything from implementing new features and functionality post-launch to monitoring the overall technical health of the TAM’s assigned clients. TAM’s are the "Cedarians" who do the hard work of managing all the technical aspects of Cedar’s relationship with its client’s post-launch. A TAM at Cedar possesses Solution Architecting, Project Management, Software Development, and Account Management skills.
Cedar doesn't realize its vision of improving the patient financial experience without our implementation team.
Cedar is committed to a flexible work environment, so this, as well as many of our roles, is U.S. remote-friendly.
Responsibilities:
- Conduct technical and operational client discovery
- Develop an integration strategy based on requirements gathered during discovery sessions, client meetings, and QBR’s
- Manage several technical and operational activities during solution ideation, solution design, and solution implementation
- Project manage the implementation of product enhancements, change requests or technical implementations
- Liaise with operational and technical client stakeholders
- Liaise with Customer Success (Growth), Product Management, Integration Support, and Engineering
- Serve as the voice of the customer to internal stakeholders - engineering teams, account management, and product managers
- Assist with the development of technical development account plans
- Assist with the grooming of tickets, stories, or requests
- Advocate for customer needs to overcome adoption blockers and drive new feature development.
- Manage client technical support requests, providing investigation prioritization with continuous and timely updates while driving to resolution
- Work with strategic EHR partners to align on roadmaps for mutual clients
- Monitor key health indicators of a client’s integration, identifying issues early and putting remediation plans when necessary
Skills & Experience:
- Proven work experience as a Technical Account Manager or similar roles
- Solid technical background with hands-on experience in digital technologies
- Familiarity with software and front-end development
- An ability to gasp customers’ needs and suggest timely solutions
- 4+ years experience in client-facing roles in enterprise settings.
- Experience with Project Management Methodologies (Waterfall or Agile) and Tools
- Strong familiarity with data structures, relational databases, and cloud infrastructure
- Strong analytical mindset
- Ability to write SQL queries
- Good understanding of coding languages
- You feel comfortable working in a thriving entrepreneurial environment and have some level of comfort navigating through times of ambiguity
- To be successful in this role, you should be comfortable interviewing external and internal stakeholders, synthesizing requirements, and ultimately translating those requirements into bodies of work for software developers
- You should have excellent communication and listening skills. Having the ability to persuade and influence others will take you far in this role.
- Lastly, you should be EXCITED about Cedar's mission of improving the healthcare financial experience
What do we offer to the ideal candidate?
- Opportunity to work remotely
- An opportunity to work on a platform that is scaling very rapidly, engaging with millions of patients per year, and growing at a rate of 360% YoY as of January 2021
- A chance to join a high-growth company at an early stage
- The ability to impact the growth of our company, we value all comments and suggestions
- Transparency across teams and interaction with multiple departments
- Competitive pay, employer-paid healthcare, and stock options
- Daily team lunch and unlimited healthy snacks at our NYC office