Smile Digital Health
Healthcare
TechnicalAccountManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Account Manager at Smile Digital Health. Skills: Customer success, Technical account management, Implementation leadership. Serve as primary implementation lead. Serve as operational owner”
What You'll Achieve.
Successful customer outcomes; Successful customer delivery; Successful implementation outcomes; High customer satisfaction; High customer retention
Industry & Context.
Risk management; Issue escalation; Problem management
25% travel
What They're Looking For.
Must Have
5-7+ years technical software delivery, Post-secondary education technical/business, Previous experience resource management, Previous experience financial oversight, Previous experience contract/SOW creation, Customer relationship management skills, Operational leadership skills, Experience leading complex customer implementations, Experience enterprise software delivery, Experience with Agile methodologies, Operational communication capabilities, Executive-level customer engagement capabilities, Risk management capabilities, Escalation management capabilities, Communication skills, Presentation skills, Negotiation skills, Experience collaborating cross-functionally, Proven track record managing multiple accounts
Nice to Have
Healthcare technology experience, Interoperability experience, Healthcare standards familiarity, FHIR familiarity, HL7 familiarity
What You'll Do.
Serve as primary implementation lead
Serve as operational owner
Coordinate delivery activities
Oversee project resource management
Track technical resources
Lead customer onboarding
Lead implementation execution
Lead operational readiness
Lead deployment coordination
Ensure successful integration
Maintain visibility into sales pipeline
Prepare for new opportunities
Ensure seamless transitions
Coordinate cross-functional implementation execution
Ensure alignment on priorities
Ensure alignment on timelines
Ensure alignment on risks
Ensure alignment on dependencies
Ensure alignment on customer expectations
Maintain visibility into customer engagement financial health
Maintain visibility into implementation scope alignment
Maintain visibility into forecasting inputs
Maintain visibility into operational delivery impacts
Support creation of Statements of Work
Support negotiation of Statements of Work
Partner with Sales Account Management
Support customer growth opportunities
Support customer renewals
Support strategic account planning
Ensure effective deployment plan
Oversee critical customer issues
Ensure proactive communication
Ensure timely resolution
Lead implementation governance activities
Conduct customer operational reviews
Identify customer implementation risks
Identify product gaps
Identify delivery challenges
Identify operational concerns
Document risks and concerns
Communicate risks and concerns
Escalate risks and concerns
Coordinate Smile Customer Care Team
Ensure alignment across operational activities
Ensure accountability across operational activities
Facilitate regular customer meetings
Facilitate regular customer reviews
Ensure transparency on project status
Ensure alignment on project status
Ensure transparency on milestones
Ensure alignment on milestones
Ensure transparency on deliverables
Ensure alignment on deliverables
Ensure consistent customer experience
Ensure positive customer experience
Address customer concerns proactively
Ensure high customer satisfaction
Ensure high customer retention
Support development of enablement tools
Support update of enablement resources
Ensure in-depth technical knowledge
Ensure up-to-date technical knowledge
Ensure deep understanding of customer goals
Ensure deep understanding of customer objectives
Facilitate customer success
Manage implementations in alignment with standards
Communicate proactively
Coordinate stakeholders
Ensure implementation accountability
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Engineering teams; Support teams; Sales Account Management; Delivery teams; Technical teams
Communication Scope
Presentation; Negotiation; Executive communication
Process & Methodology
Agile methodologies, Scrum, Kanban, Risk management, Milestone tracking
Full Job Description
## Description 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! ## Responsibilities Serve as the primary implementation lead and operational owner for assigned customer accounts following contract execution, coordinating all Smile customer delivery activities across implementation and operational support functions, renewals, and identifying continued sales opportunities. 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. Lead customer onboarding, implementation execution, operational readiness, and deployment coordination, ensuring successful integration of Smile solutions into customer environments.. Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases. Coordinate cross-functional implementation execution across Product, Engineering, Support, Sales Account Management, and Delivery teams to ensure alignment on priorities, timelines, risks, dependencies, and customer expectations. Maintain visibility into customer engagement f
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