Technical Account Manager

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.

Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

Sandata seeks an experienced Technical Account Manager (TAM) who will work within the Customer Success department as the technical voice to the customer. This role will work closely with customer success manager's, product, engineering and other cross functional teams to provide technical assistance, troubleshoot issues, and translate complex technical issues into tangible solutions. This is a customer facing role with direct impact to overall customer experience by strengthening the client technical relationship, confident and awareness of Sandata's platform. This is not a management position.

Responsibilities

• Provides the first line of complex technical support for customer programs.
• Determines critical path items, action plan, and milestones to complete the deliverables.
• Liaison to product, development/engineering, and technical solutions teams on behalf of the customer and the assigned customer success manager.
• Participate in regular customer technical meetings, answering technical questions regarding the solution, obtaining requirements, and providing further troubleshooting support to complex issues. Takes an active role in identifying technical blockers and coordinates efforts to resolve them quickly.
• Gathers requirements for requests, assesses the need and works cross-functionally within the organization to determine the right solution.
• Analyze and communicate the impact for product additions/changes in relation to timelines, risks, and overall program objectives. Provides options to inform decisions.
• Provide customer updates, including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.
• Develops and maintains customer program technical playbook including but not limited to configuration settings, root cause analysis, technical diagrams/workflows, technical specifications, and any changes.
• Become certified in Sandata's suite of products and stay up to date on new features, enhancements and/or system changes.
• Effectively communicate with peers and all levels of management.
• Facilitate meetings with internal teams, transfer knowledge.
• Other duties and special projects as assigned.

Qualifications - Requirements for Success

• Bachelor's degree in related field or equivalent work experience.
• Minimum 3+ years in a customer facing technology operations role (e.g., sales engineer, solution engineer, or technical consultant).
• 2+ years of API experience.
• 2+ years of EDI experience/working with data integration and exchanges.
• Previous experience of uncovering and writing detailed technical requirements.
• Working knowledge of RDBMS concepts; ability to read and understand the data model.
• Demonstrated working knowledge/experience with SQL to include schemas, ability to read and understand data models.
• Ability to analyze and problem solve, breaking down ambiguous problems into concreate, management components and think through the optimal solutions.
• Demonstrated ability to communicate effectively (knowing one's audience) using both oral and written skills.
• Have working knowledge of government healthcare technology, home care industry, and the claim adjudication process and a thorough understanding of Sandata's products and capabilities.
• Must work well within a cross-functional team environment as well as independently.

Qualifications - Helpful for Success

• Experience within the healthcare industry, technology, and/or software development.
• Strong business acumen.
• Skilled in working with stakeholders to uncover objectives, requirements, and edge cases.
• Experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity.
• Enjoys "getting their hands dirty" by digging into challenges within complex operations.
• Open to input from other team members and departments. Provides feedback as a liaison appropriately, with data and use cases to help support the requests of the customer.
• A self-starter who can establish priorities, meet deadlines and work independently with limited supervision.
• Familiarity working with different systems/products (Jira, ZenDesk, Confluence, Gainsight, DOMO) a plus.
• Maintain privacy and confidentiality at all times.

Perks and Benefits:

• Medical, dental, and vision coverage
• Flexible Spending Account for health and dependent care
• Health Savings Account
• BenefitsVIP/Health Advocate
• Company paid Life insurance and STD
• 401(k) Plan
• Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
• Employee Assistance Program
• Tuition reimbursement & paid certification programs
• In-house product training programs
• Catalog of training courses for skills development
• Career Pathing for every department
• Employee Resource Groups (BIPOC, LGBTQ, Women, Military Veterans)
• Paid vacation, sick days, and holidays
• Paid lunch break
• Employee discounts and company perks
• Casual work environment
• Remote work
• Frequent employee events and fun social clubs

Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet