Technical Account Manager – US
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Job Description
Technical Account Manager owning healthcare customer deployments and success for Ibex’s AI-powered cancer diagnostics. Supporting digital pathology implementations, integrations, adoption, and technical issue resolution.
Responsibilities:
- Own assigned customer accounts end-to-end across 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
- Serve as the primary point of contact for assigned customers and build trusted relationships with technical, operational, and business stakeholders
- Drive customer adoption and value realization by understanding workflows and needs, monitoring usage and engagement, and identifying improvement opportunities
- Own account health and proactively manage risks through early issue identification and mitigation plans
- Monitor system performance and product usage to optimize system operation and user experience
- Coordinate technical issue resolution with Support, Product, and R&D
- Provide hands-on technical support, troubleshooting, investigation, and guidance on system usage
- Collaborate cross-functionally with Product, R&D, and Sales to drive customer success and improve customer experience
Requirements:
- 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
- Proven experience owning the full customer lifecycle, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth
- Experience managing customer relationships and account health, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention
- Experience with Digital Pathology workflows and integrations preferred
- 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
- Excellent written and verbal English
- Additional languages preferred
- US-based
- Availability during US Eastern Time Zone hours
Benefits:
- ~25% travel availability
- Equal opportunity employer committed to a friendly, inclusive environment
- Remote work arrangement
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