Technical Account Manager - Remote

Position: Technical Account Manager - Remote - 2325513
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. Join us to start  Caring. Connecting. Growing together.
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 that 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
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.

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…