Technical Account Manager - Canada

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024! 

Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.

At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems bringing  #BetterGlobalHealth to patients everyday!

Apply today and find plenty of reasons to SMILE!

The Technical Account Manager (‘TAM’) will act as the single primary post-sales liaison for assigned customers. This role will own customer relationships from contract signing through implementation and beyond, ensuring successful delivery and long-term customer satisfaction. The TAM will collaborate closely with Agile Leads, technical teams, Sales and other cross-functional teams, to facilitate smooth execution of work, resource allocation, financial oversight, renewals, and identification of growth opportunities within customer accounts.

Primary Functions

• Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements.
• Manage and oversee customer onboarding, ensuring seamless implementation and integration of products/services into existing systems.
• Collaborating closely with the Sales team, serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing and throughout the entire customer lifecycle, including technical implementations, renewals, and identifying continued sales opportunities.
• Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases.
• Collaborate closely with Agile Leads to support Agile delivery methodologies and coordinate the implementation, timelines, and customer expectations.
• Manage the financial aspects of customer engagements, including budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters.
• Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders.
• Identify and drive additional sales and upsell opportunities within existing customer accounts, working closely with the sales to achieve revenue targets.
• Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives. 
• Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution.
• Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables.
• Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention.
• Support the development and update of enablement tools and resources, as needed. 
• Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success. 
• Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized. 
• Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
• Comply with the privacy, security and confidentiality policies. 

Prerequisites

• 5-7+ years of experience in a technical software delivery role such as, technical account management, customer success or similar role with a strong technical delivery component.
• Post-secondary education in a technical program, business administration and/or equivalent work experience. 
• Previous experience in resource management, financial oversight, and contract/SOW creation. 
• Proven ability to identify and drive upsell opportunities within existing customer relationships.
• Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts.
• Strong communication, presentation, and negotiation skills, with the ability to effectively engage technical and executive-level customer stakeholders.
• Experience collaborating cross-functionally with sales, implementation, product, and technical teams.
• Proven track record in managing multiple customer accounts simultaneously, ensuring consistent customer success outcomes.
• Experience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7), is highly preferred. 
• Ability to travel up to 25% approximately.

Some of the benefits we offer:

* Remote Work Environment

* Flexible Time Away From Work Policy including PTO, Personal and Sick Days

* Competitive Salary and Health/Medical Benefits

* RRSP/TFSA/401K Employee Contribution

* Life and Disability

* Employee Assistance Program

* FHIR Study Program and Skillsoft Learning

* Super HAPI Fun Club

Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values because our people are the foundation of our success. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work.  We are dedicated to fostering a workplace that values diversity, equity, and inclusion.

We welcome and encourage candidates of all backgrounds to apply. Candidates are encouraged to inform us if they wish to discuss or require accommodations during interviews or while working at Smile.