Technical Account Manager

The role

You will act as a technical bridge between production customers and the product to ensure they extract maximum value from the platform. You will own customer health and retention, drive value-led growth, and implement new customer success processes.

What you will do

• Own the north star retention metrics for customers in production
• Identify and unlock expansion opportunities by ensuring customers utilize the product and see ROI
• Monitor customer usage to scale with their needs
• Build and check in with customers through cadenced and ad hoc efforts
• Propose solutions and expansion by pairing product understanding with customer needs
• Create and implement new Customer Success processes and automated monitoring systems

Required qualifications

• 7+ years working in a customer facing technical role (e.g., Solutions Architect, Solutions Engineer)
• 4+ years at one company
• Experience in formal or informal Technical Sales roles and efforts
• Experience working on a technical product
• Comfortable reading API documentation and translating technical concepts to non technical stakeholders
• Experience at both an early stage startup and a later stage company that has scaled Customer Success (Series D or larger)
• Expert at managing complex enterprise deals for extended periods of time and increasing customer usage
• Ability to drive projects to completion without a playbook
• Based in San Francisco or willing to relocate
• Low ego, high ownership mindset
• Flexibility and willingness to travel

Nice to have

• Expert level domain knowledge and experience in Healthcare IT or the Healthtech space, including relevant technical standards (e.g., FHIR, HL7)
• Experience writing production code
• Experience building or consuming REST APIs + webhooks
• Background in a software engineering role

Benefits

• Competitive equity + compensation package
• Full family Platinum health insurance, dental, and vision coverage
• 401(k) retirement plan + matching
• Flexible work from home or in office
• Healthy lunches complimentary when in office (and breakfast + dinners as needed)
• MacBook provided
• Unlimited PTO

About the company

Metriport is a technology company that operates in healthcare, building the infrastructure layer for medical data exchange. They have raised $28.4 million and serve over 100 customers.