Technical Account Manager

Overview

The Technical Account Manager serves as the primary liaison between the Information Technology team and both internal and external clients. This role requires a blend of business analysis, product ownership, project management, and client success expertise to ensure seamless communication, effective resolution of issues, and successful delivery of technology solutions. The candidate will participate in all IT client interactions– as the dedicated client IT contact, advocate/monitor client technology initiatives, escalate internally to IT leadership as needed, and report on progress to key stakeholders on behalf of the Information Technology organization.

Responsibilities

Act as the single point of contact for all client-related inquiries within the Valeris IT organization

Monitor (and escalate as needed) client requests, service tickets, defect resolutions, and innovation initiatives from initiation to outcome

Conduct regular status meetings with business partners and clients to report progress, status, outcomes, and any challenges on IT requests, tickets, corrective and preventive action (CAPA), and initiatives

Collaborate with operations to bring innovative technology ideas and solutions to clients

Participates in client quarterly business reviews, presenting updates on current technology initiatives and achievements, as well as discussing innovative ideas as applicable

Serve as a client technology subject matter expert, bridging the gap between operations, technology, and partner teams

Monitor project timelines and deliverables, ensuring adherence to service-level targets and timelines

Facilitate communication between cross-functional teams to ensure alignment and transparency

Analyze and report on key performance metrics, identifying areas for improvement

Partner closely with the IT solution architect, business analysts, product owners, and development leads/managers to design the best way to implement ideas and resolve issues

Perform other duties as assigned

Qualifications

Bachelor’s degree in computer science, business administration, or related field, or equivalent experience required

Proven experience in product management, project management, and client success roles, including client management and setting expectations

Experience working with internal and external clients to define business and technical needs and provide technical solutions

Experience working in healthcare and information technology fields is a strong plus

Experience with web services and data feed integration preferred

Strong understanding of technology solutions and their application in a business context

Excellent communication (written and oral), interpersonal, critical thinking, and problem-solving skills

Proficient in Microsoft Office applications, specifically Excel, PowerPoint, Visio, and Word

Experience with Salesforce software a plus

Experience eliciting requirements and diagramming process flows

Experience working with Project tracking software preferred

A good understanding of SDLC process (Waterfall, Agile) is preferred

Ability to work collaboratively in a fast-paced environment

Ability to investigate how best to solve business problems and meet with the key IT personnel responsible for the delivery of the solution

We are located in Jeffersonville, IN. While coming into the office can be helpful for relationship building, this is a fully remote position.