Senior Technical Solutions Account Manager

Overview

We’re changing the way people connect to social care.

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.

Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

The R&D Department is composed of multiple disciplines, including software and database engineering, quality assurance, and technical implementation. The R&D team designs and develops requested product features, resolves platform bugs, provides technical analysis and estimates, ensures successful integration installations, monitors and maintains platform health, and builds automation and tooling to support efficient and reliable software development processes. R&D works cross-functionally with teams across the organization to support Findhelp’s mission of connecting people in need with the programs that serve them, with dignity and ease.

The Senior Staff Technical Solutions Engineer plays a pivotal role for our rapidly expanding base of customers and partners that supports people in need across the US. We need someone to drive and champion customer success by providing technical solutioning, superb customer and partner support, and project management and implementation of our technical capabilities while acting as an internal technical subject matter expert and cross-functional team liaison.

In addition to delivering our technical solutions, this person needs to be skilled in customer service and passionate about the world of social care.

• Develop and maintain strong customer and partner relationships through communication, relationship building, and technical mastery.
• Lead successful technical implementations through accurate scoping, planning, and execution of platform capabilities in alignment with customers’ business goals and drivers.
• Position customers for long term success through ongoing partnership and technical account management; deeply understand workflows, document, advocate, and solution to meet and exceed evolving customer needs.
• Drive system adoption by acting as a project manager, problem solver, customer and partner champion to implement technical solutions in collaboration with Customer Success Managers.
• Serve as a product expert in areas such as integrations, eligibility, or other technical areas of the product, providing both proactive and responsive issue investigation and resolution.
• Diagnose technical issues, identify and implement solutions to ensure successful implementations and ongoing platform success.
• Standardize best practices for workflows that solve technical or otherwise complex challenges for customers and partners; advocate externally and internally, creating processes and technical solutions to ease implementation of these practices.
• Serve as an internal and external stakeholder for new and impactful technical projects that enable easy access to social care for those who need it.
• Guide vendor partners to scope, develop, and implement new integrations or other technically complex product features.
• Identify ways to improve the software and integration offerings, and work with Product and Engineering to prioritize, develop, and implement enhancements.

• 7+ years experience in roles relating to technical solutions and customer support, demonstrating both technical and customer-facing…