Technical Account Manager

Summary

Vocantas provides workforce engagement and communication solutions for healthcare organizations. The Technical Account Manager will own relationships with a portfolio of healthcare customers, provide Level 1 and Level 2 technical support, manage escalations and onboarding, and help improve customer success processes.

Responsibilities

• Serve as the primary point of contact for customers in your portfolio throughout the full customer lifecycle
• Build strong customer relationships through proactive communication, regular engagement, and a clear understanding of each customer’s needs
• Lead structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future priorities
• Track customer commitments, open action items, and internal follow-ups through to completion
• Act as the first point of contact when customers in your portfolio experience an issue or need assistance
• Own and resolve Level 1 and Level 2 support tickets, including initial troubleshooting and investigation
• Escalate more complex technical issues to the appropriate Support, Product, or Engineering teams, providing the context needed to move the issue toward resolution
• Manage customer escalations and sensitive situations with clear communication and consistent follow-through
• Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support
• Identify at-risk accounts early through customer feedback, usage trends, and engagement patterns, and proactively drive recovery plans
• Look for gaps, inefficient processes, or recurring customer issues and bring forward practical solutions to improve how the team works
• Collaborate closely with Product, Engineering, Support, and Sales to address customer needs and improve the overall customer experience
• Contribute to the development of customer success processes, playbooks, and AI-supported workflows

Skills

• 3–5 years of experience in Technical Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS environment
• Comfortable troubleshooting and resolving Level 1 and Level 2 technical issues, identifying root causes, and knowing when an issue requires escalation
• Experience independently managing customer relationships, escalations, renewals, and onboarding initiatives
• Strong project management and organizational skills, with the ability to manage multiple priorities at once
• Experience working cross-functionally with Product, Engineering, Support, and Sales teams
• A proactive, solution-oriented mindset: you notice what is not working, bring forward ideas, and follow through on improvements
• Experience working in healthcare SaaS environments
• Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools
• Experience working within organizations where processes and tooling are actively evolving

Qualifications

Must Haves

• 3–5 years of experience in Technical Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS environment
• Comfortable troubleshooting and resolving Level 1 and Level 2 technical issues, identifying root causes, and knowing when an issue requires escalation
• Experience independently managing customer relationships, escalations, renewals, and onboarding initiatives
• Strong project management and organizational skills, with the ability to manage multiple priorities at once
• Experience working cross-functionally with Product, Engineering, Support, and Sales teams
• A proactive, solution-oriented mindset: you notice what is not working, bring forward ideas, and follow through on improvements

Nice to Haves

• Experience working in healthcare SaaS environments
• Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools
• Experience working within organizations where processes and tooling are actively evolving

Benefits

• Annual bonus opportunity
• Remote work in the United States