Technical Account Manager

Job Description

The Technical Account Manager II is a strategic partner responsible for driving client success and value realization for Intelerad's largest and most complex healthcare customers. This role combines deep technical expertise with business acumen to ensure clients achieve their desired outcomes at every stage of their journey, while maximizing revenue retention and growth opportunities. Success in this position requires advanced proficiency in healthcare IT systems, strong relationship management skills, and the ability to mobilize cross-functional teams to deliver technical solutions aligned with client objectives. The TAM will be the primary regional contact for the Product team, balancing customer business needs against product priorities to help guide roadmap investment and ensure the right areas of focus for the Oceania market.  

Key Responsibilities 

• Own strategic client relationships by serving as the primary technical contact for enterprise customers, developing deep expertise in their workflows and system utilization to drive adoption, minimize churn, and maximize satisfaction through proactive engagement and technical guidance. 

• Lead end-to-end technical solution delivery by configuring complex workflows, validating software versions and features for optimal client implementation, and coordinating with Professional Services, Support, Product Management, and R&D to ensure integrated solutions meet specific client requirements. 

• Manage escalations and drive systemic improvement by acting as the liaison between clients and internal technical teams on critical issues, owning and progressing defect and bug triage in partnership with R&D and Product, ensuring swift resolution while identifying root causes, improving processes, and aligning the development roadmap with client strategic objectives. 

• Build client self-sufficiency and capability by assessing training needs, recommending appropriate delivery approaches, delivering advanced technical training, and producing documentation that enables client independence and maximizes value realization from Intelerad solutions. 

• Capture and integrate client feedback by systematically collecting and analyzing customer insights, translating findings into actionable product enhancement recommendations for cross-functional teams, and ensuring a consistent, high-quality customer experience that supports retention and expansion goals. 

• Maintain proactive oversight of all active client workstreams by tracking blockers, dependencies, and ownership across the client lifecycle, proactively identifying and closing coordination gaps rather than waiting for escalation, and ensuring consistent, aligned communication across all internal functions. 

• Lead client governance and difficult conversations by facilitating working sessions, governance forums, and executive briefings with confidence, proactively resetting expectations when timelines or commitments are at risk, and holding internal teams accountable to deliver on client obligations. 

• Own upgrade planning and delivery by coordinating environment readiness, scheduling, and stakeholder alignment to drive successful upgrades end-to-end for assigned accounts, including post-upgrade validation and resolution of issues in partnership with R&D and Professional Services. 

Qualifications

• Bachelor's degree in business administration, computer science, healthcare informatics, or a related field, or equivalent experience 

• 5+ years of experience managing complex technical accounts or programs in the software industry, with preference for healthcare IT environments 

• Demonstrated experience in professional services, customer success, or technical support functions serving enterprise clients 

• Proven ability to articulate and demonstrate the value of software products and professional services to both technical and executive stakeholders 

• Strong technical aptitude with working knowledge of healthcare IT systems, medical imaging workflows, and interoperability standards (DICOM, HL7, FHIR, or IHE) 

• Familiarity with healthcare regulations, compliance requirements, and enterprise healthcare environments 

• Exceptional relationship management skills with the ability to build credibility at both technical and executive levels 

• Advanced communication and presentation skills with demonstrated effectiveness across organizational levels 

• Proven track record of driving customer retention, expansion, and satisfaction in complex B2B environments 

• Experience working alongside engineering and product teams on bug triage, defect management, and prioritization 

• Demonstrated ability to lead cross-functional working sessions with clear outcomes, accountability, and follow-through 

• Demonstrated confidence managing difficult conversations with clients and senior stakeholders, including resetting expectations and holding teams accountable to commitments 

Preferred Qualifications & Special Requirements 

• 2+ years of hands-on experience with Intelerad products or equivalent healthcare IT platforms 

• Experience mobilizing cross-functional teams to execute planned business outcomes and strategic initiatives 

• Project management certification (PMP, Agile, or equivalent) 

• Experience with account management, upselling, and revenue expansion activities 

• Availability for client engagement across multiple time zones and occasional travel to client sites 

• Ability to manage multiple complex accounts concurrently in a fast-paced environment 

• Demonstrated ability to handle sensitive healthcare data in strict compliance with applicable privacy regulations 

• Experience working closely with R&D, SRE, or Professional Services teams within a software delivery environment 

• Proficiency with ServiceNow, Jira, or similar issue and workflow management platforms 

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.  

Additional Information

All your information will be kept confidential according to EEO guidelines.

Applicants may be required to complete an online personality assessment as part of your application

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Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment