openloophealth - Technical Account Manager II
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Requirements
• Bachelor's degree in Computer Science, Business Administration, or related field preferred. • 3–5 years managing technical accounts in healthcare, telehealth, or SaaS — with a demonstrable track record of retention and expansion outcomes. • Proven ability to diagnose and resolve complex integration or workflow issues independently, with documented root cause and prevention. • Strong understanding of patient-facing workflows including scheduling, intake, and clinician matching. • Comfortable presenting to director and VP-level stakeholders, including leading structured QBRs with data and clear recommendations. • Experience defining and tracking account success metrics — adoption rates, time-to-value, ticket volume trends. • Skilled at translating technical constraints into non-technical language for client audiences, and client needs into actionable requirements for internal teams. • Excellent written and verbal communication — calm, empathetic, and direct under pressure. • Experience in coding (JavaScript, Python, HTML) or a foundational understanding of software engineering is highly preferred. • Working knowledge of FHIR, HL7, and REST, SOAP, or GraphQL API integrations — ideally in a healthcare or EHR context — is preferred. • Knowledge of HIPAA and best practices for handling PHI. • Exposure to workflow optimization or process improvement initiatives.
Responsibilities
• Strategic Account Management • Own the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalation. • Lead quarterly business reviews (QBRs) — presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goals. • Monitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surface. • Drive platform adoption by identifying underutilized capabilities and translating them into tangible client value. • Collaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunities. • Translate complex client workflows and integration requirements into structured, prioritized product feedback for Engineering and Product teams. • Technical Support & Resolution • Serve as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery — resolving independently within your technical competency and escalating to appropriate teams as required. • Investigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention plan. • Maintain clear, proactive communication on issue status and resolution timelines to build partner confidence. • Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention. • Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements. • Maintain internal support documentation and assist with testing new features or workflows to surface risk before client impact. • Partner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performance.
Benefits
• In addition, for salaried positions you would also be eligible for: • Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • 401(k) + Company Match • Life Insurance, Pet insurance, and more • We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. • Sound like a good fit? We’d love to meet you.
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