Technical Account Manager - US (Remote, ET Timezone)

Summary

Ibex Medical Analytics develops artificial intelligence solutions for cancer diagnostics and precision medicine. The Technical Account Manager owns end-to-end customer relationships, leading onboarding, implementation, adoption, account health, technical issue resolution, and value realization while collaborating with customers and internal Product, R&D, Sales, and Support teams.

Responsibilities

• Own assigned customer accounts end-to-end, covering both technical account management and customer success throughout the customer lifecycle
• Lead customer onboarding and implementation, including solution deployment, configuration, integrations, and coordination of technical activities across internal and customer teams
• Serve as the primary point of contact for assigned customers, building strong, trusted relationships with key technical, operational, and business stakeholders
• Drive customer adoption and value realization by understanding customer workflows and needs, monitoring usage and engagement, and proactively identifying opportunities to improve outcomes
• Own account health and proactively manage risks, identifying potential issues early, developing mitigation plans, and ensuring customers remain successful and engaged
• Monitor system performance and product usage, working with customers and internal teams to optimize system operation and user experience
• Coordinate technical issue resolution with Support, Product, and R&D, ensuring effective prioritization, communication, and follow-through with the customer
• Provide hands-on technical support to customers when needed, including troubleshooting, investigation, and guidance on system usage

Skills

• Bachelor's or Master's degree
• **3+ years of hands-on experience** as a **Technical Account Manager, Technical Implementation Manager**, or similar customer-facing technical role within **Digital Pathology, IMS, EHR, or healthcare IT** - a must
• **Proven experience owning the full customer lifecycle**, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth - a must
• Experience managing **customer relationships and account health**, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention
• Proven ability to **lead change in clinical environments**, including supporting the transition from analog to digital workflows
• Strong relationship-building, communication, and presentation skills, with the ability to engage **senior and C-suite hospital stakeholders** and communicate technical and clinical value
• Knowledge of **cloud-based solutions and IT infrastructure.**
• Knowledge of **healthcare data privacy and compliance (HIPAA)**
• **Hands-on, proactive, and highly collaborative**, with excellent written and verbal English
• US-based remote role, with **~25% travel** and availability during **US Eastern Time Zone hours**
• Experience with **Digital Pathology workflows and integrations** - preferred
• Additional languages - preferred

Qualifications

Must Haves

• Bachelor's or Master's degree
• **3+ years of hands-on experience** as a **Technical Account Manager, Technical Implementation Manager**, or similar customer-facing technical role within **Digital Pathology, IMS, EHR, or healthcare IT** - a must
• **Proven experience owning the full customer lifecycle**, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth - a must
• Experience managing **customer relationships and account health**, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention
• Proven ability to **lead change in clinical environments**, including supporting the transition from analog to digital workflows
• Strong relationship-building, communication, and presentation skills, with the ability to engage **senior and C-suite hospital stakeholders** and communicate technical and clinical value
• Knowledge of **cloud-based solutions and IT infrastructure.**
• Knowledge of **healthcare data privacy and compliance (HIPAA)**
• **Hands-on, proactive, and highly collaborative**, with excellent written and verbal English
• US-based remote role, with **~25% travel** and availability during **US Eastern Time Zone hours**

Nice to Haves

• Experience with **Digital Pathology workflows and integrations** - preferred
• Additional languages - preferred

Benefits

• Remote work arrangement for a US-based role
• Availability during US Eastern Time Zone hours
• Friendly, inclusive work environment with unbiased acceptance of others