Job Description

Job Description

Job Description

Location : United States (Remote) | Preference : Candidates based on the West Coast are highly preferred | Travel : Up to 25%

Role Overview

Become a part of our organization as we transform workforce management (WFM) staffing solutions within the enterprise healthcare sector. Our platform plays a crucial role in healthcare systems, ensuring optimal staffing that enhances both patient care and operational efficiency.

We are seeking a Principal Technical Account Manager to manage the entire technical lifecycle and ensure the long-term success of our most significant strategic enterprise account in the US healthcare domain.

In this essential position, you will combine high-level client relationship management with advanced technical problem-solving skills. As the primary technical leader for the account, your responsibilities will include strategic technical planning, complex troubleshooting, and maximizing the value our customer receives from our platform.

This role is perfect for an experienced professional who excels at establishing trust with C-suite executives and senior technical leaders, translating intricate technical roadmaps into business value, and navigating the unique challenges of healthcare IT.

Your ResponsibilitiesClient Relationship Management & Strategic Planning

• Serve as the main technical subject matter expert (SME) and strategic consultant for a dedicated Large Strategic Enterprise Healthcare account, nurturing strong, long-lasting relationships with technical stakeholders and executive decision-makers.
• Assist the client in aligning their long-term technical objectives with our product roadmap.
• Advocate for the client's needs, ensuring their engagement and alignment with our product strategy.
• Continuously monitor customer technical health and system usage data, identifying and addressing complex risks to ensure smooth operations and successful adoption.
• Work alongside the Customer Success Manager to co-facilitate Executive Business Reviews, providing technical presentations focused on ROI, system optimization, and future strategic growth.

Expert Technical Consulting & Troubleshooting

• Act as the internal and external technical escalation point for all post-launch issues, conducting advanced root cause analysis.
• Guide the customer on best practices for advanced system architecture and configuration within our ecosystem.
• Lead the resolution of critical technical challenges in collaboration with Engineering and Product teams, managing all technical communications to minimize disruptions in the critical 24/7 healthcare environment.

Project Execution & Product Advocacy

• Oversee the technical execution of high-value, complex projects, ensuring timely and high-quality delivery.
• Represent the voice of the customer internally, translating their feedback and requirements into actionable insights for our Product and Engineering teams.
• Co-develop and deliver customized technical training and documentation for customer IT teams, empowering them to effectively manage their implementation.

Qualifications

• Proven Experience : Over 7 years in a senior, customer-facing technical role supporting Large Strategic Enterprise accounts.
• WFM Domain Expertise : Practical experience with UKG Workforce Management Pro or similar enterprise-level WFM solutions.
• Healthcare Industry Focus : Strong understanding of healthcare staffing, scheduling workflows, and the compliance-heavy nature of healthcare IT.
• Technical Acumen : In-depth knowledge of SaaS solutions, modern integration patterns, and advanced troubleshooting techniques.
• Communication & Presence : Outstanding verbal, written, and presentation skills, capable of conveying complex technical concepts to varied audiences.
• Education : Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Bonus Qualifications

• Experience managing a technical relationship with a single, highly strategic, high-revenue account.

Join Our Team!

• Remote-Friendly : Work from anywhere in the United States (West Coast preferred).
• Health & Dental Benefits : Comprehensive health and dental coverage.
• 401(k) Match : Employer-matched 401(k) plan to support your future investments.
• Professional Development : Budget allocated for professional growth to advance your career.
• Vacation : Enjoy 4 weeks of vacation to relax and recharge.
• Statutory Holidays : 12 recognized statutory holidays each year.
• Flex/Bonus Days : 2 additional flexible days each year for your personal use.
• Sick/Wellness Days : Unlimited paid sick and wellness days to support your health.
• Flexible Hours : Work hours that adapt to your lifestyle.
• 10% Time : Opportunity to engage in side projects of your choice.
• Home Office Setup : Budget to establish your home office.
• Great Team : Work with a collaborative and supportive group of colleagues.
• Impact : Make a meaningful difference in the healthcare sector.

If you believe you may not meet every qualification we seek, we still encourage you to apply! We value nurturing talent and building a diverse team that prioritizes growth and personal development.

About Us

Our organization simplifies complex interactions, facilitating communication for unplanned vacancies and planned absences, ensuring the right personnel are assigned to the right shifts at the right times.

We thrive on collaboration and open dialogue, ensuring our team understands the "why" behind their work and how it contributes to our overall success.

Our Culture

Our culture is defined by D.E.S.I.G.N.:

• Does the right thing : We choose the right path, even when it’s challenging.
• Exhibits a growth mindset : We invest in ourselves and pursue knowledge for growth.
• Shows authentic self : We bring our whole selves to work, supporting one another and contributing positively.
• Innovate & iterate : We experiment thoughtfully, recognizing that even failures help us progress.
• Good people help first : We add value to every interaction, listening with empathy.
• No ego : We welcome feedback as a crucial part of improvement.

These core values guide our hiring, evaluations, rewards, and recognition, making it essential for you to resonate with these values to join our team.

Job Tags

Remote work, Home office, Flexible hours, Shift work,

Similar Jobs