Technical Account Manager - Remote - Remote Eligible

Technical Account Manager

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. This role is within the Enterprise Imaging business unit. Our business develops software for healthcare providers to address Diagnostic Medical Imaging and Workflow needs - primarily for Radiology and Cardiology departments.

The Technical Account Manager (TAM) is assigned to and works with our largest, most complex, strategic accounts who represent approximately $100M in annual revenue for the business. Their primary focuses are around ensuring deployed solutions are stable and performing optimally, understanding, and delivering on specific customer needs, and keeping customers informed on the latest service and product capabilities so that our most strategic customers are fully adopting our offerings to maximize the value of their partnership with us. TAMs accomplish the above by working closely with key customer contacts to develop deep knowledge of systems and priorities so that they can champion those needs internally within our business to ensure these customers remain customers and smoothly transition to our next generation products as they become available.

The Technical Account Manager is responsible for driving customer satisfaction and proactively managing the support relationship with large enterprise customers. The Technical Account Manager is both a technical and strategic advisor, providing technical guidance and consulting, as well as the management of support projects and other improvement initiatives. You'll enjoy the flexibility to work remotely* from anywhere within Canada (except for the Saskatchewan province) as you take on some tough challenges.

Primary Responsibilities

• Manage the overall Customer Success relationship with large, complex enterprise-level customers
• Collaborate with front-line support managers to manage the resolution of complex technical issues
• Build and maintain a strong working relationship with key customers and internal stakeholders
• Act as key point of contact / escalation contact for assigned customers
• Communicate with all levels of the customer organization as required
• Conduct regular conference calls to review and prioritize outstanding issues
• Regularly review open-service requests and engage appropriate internal resources as necessary. Drive escalation and follow up with appropriate resources to facilitate timely resolution
• Seek out opportunities to increase customer satisfaction. Work with customers to help them achieve their longer term or strategic objectives
• Develop workflows and oversight strategies that successfully predict, avoid and ultimately reduce customer escalations
• Provide ongoing support updates to customers on the effective use of our applications through new products, services and training information
• Utilize tools, monitoring platforms and available metrics to seek out and execute on opportunities to optimize our products and services for our customers
• Understand the context and advocate for customer requested enhancements/defects/escalated concerns
• Provide updates, executive summaries, and guidance to our executive team and other internal stakeholders as required
• May include onsite presentations for assigned customers

Required Qualifications

• 3+ years of experience in a technical support environment
• Experience working on large, complex projects and customers
• Experience with escalation management
• Technical Knowledge of hospital system environments and workflow
• Solid technical aptitude. Ability to form a high-level understanding of complex technical issues
• Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps

Preferred Qualifications

• Experience with McKesson/Change Healthcare/Optum Radiology or McKesson/Change Healthcare/Optum Cardiology Applications
• Solid organizational skills with an ability to manage competing customer demands
• Creative problem solver; able to accomplish goals through a variety of processes and tools
• Solid communication (both written and oral), able to tailor message format and content to specific audience
• Proven team player, flexible self-starter, and have a strong can-do attitude. Able to anticipate and resolve complex issues

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.