Technical Account Manager

Company Description

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded. For over 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting. 

We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity. We are Intelerad. Join us if you care to make a difference in healthcare.

Job Description

In this strategic role, the Technical Account Manager is responsible for proactively engaging, nurturing, and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Technical Account Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services to achieve their goals. They will collaborate with multiple internal departments including professional services, support, product management, research & development to deliver technical solutions. They align and mobilize internal teams to meet the clients’ objectives. The ideal candidate is a quick learner, problem solver, and collaborator who thrives in a fast-paced environment and possesses a customer success orientation.

• Become the key technical contact for largest Intelerad customers, become an expert in their workflows and the way our customers use the product
• Leverage technical abilities to enable customer growth, limit churn, and improve client satisfaction
• Configure new workflows or modify existing workflows based on customer needs
• Test new versions and features of our software for clients to improve upgrade experience
• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add
• Assess training needs, recommend delivery options and provide additional training to support clients’ self-sufficiency
• Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience
• Other duties as necessary

Qualifications

Employment Prerequisites (required)

● Bachelor’s degree in Business Administration, Computer or a related field, or an equivalent combination of training / certification / experience

● 3+ years of experience managing technical projects and/or complex programs in the Software Industry (preferably in healthcare IT) or equivalent

● Experience in Professional Services, Customer Success or Support field

● Proven ability to demonstrate the value of software products and professional services

● Ability to build relationships with clients at both the technical and executive levels

● Ability to communicate and build rapport with internal management and other company personnel

● Excellent English written and verbal communication, including the ability to work with all levels of internal and external organizations in an assertive manner

Desired Competencies

● 1+ years of experience with one of Intelerad's current products (Ambra, PACS, Clario, Lumedx, Digisonics, etc.) or similar imaging technologies in radiology / cardiology)

● Experience in mobilizing teams to drive the planned business outcomes

● Previous industry experience in healthcare IT Software is an asset

Additional Information

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

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

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