Role Description
The Technical Account Manager (TAM) manages a portfolio of customers who have implemented our Enterprise Analytic technology solutions with the goal of increasing product usage, expansion and overall adoption to ensure member value. This position is an integral part of Premier’s long-term relationship with its customers.
- Develop strong customer relationships that enable Premier to become a trusted advisor to our customers.
- Execute programs to ensure that Premier is fully aware of the customer's adoption level, value realization, and overall satisfaction with the enterprise technology solution(s).
- Collaborate cross-functionally to achieve customer satisfaction and resolve customer issues in a timely fashion.
- Collaborate with Sales Account Management and executives to identify areas of solution expansion and adoption opportunities.
- Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution and exceed customer expectations.
- Develop strong technical understanding of all Enterprise Analytic products.
- Work with the product management and product development organization to channel client feedback and solutions into future releases of the product(s).
Qualifications
- 5 or more years of applicable experience
- High School Diploma or GED (Required)
- Program management experience
- Technology experience
- Healthcare analytics/data experience
- High level knowledge of enterprise IT organizational, business, and technical environments
- Understanding of enterprise software implementation practices
- Minimum of 5 years of IT customer service experience / strong customer focus
- Minimum of 5 years of technical account management, engagement management, system implementation, technical support or system integration consulting experience
- Minimum of 2 years of experience communicating with internal Senior Management and managing multiple, simultaneous, cross-functional work streams
- Excellent oral and written English communication skills
- Willingness to travel; travel could be up to 10-25% depending on location of customers
- Ability to work outside of normal business hours during extraordinary events to ensure customer satisfaction and success
Requirements
- Enthusiastic personality and self-starter with an ability to identify areas for improvement.
- Strong time management skills to prioritize workload, multi-task, meet deadlines, and manage competing priorities under pressure.
- Strong analytical skills, detail-oriented, persistent, and not afraid to ask questions.
- Able to analyze, implement and improve complex systems/processes.
- Willingness to travel; travel could be up to 10-25% depending on location of customers.
Benefits
- Health, dental, vision, life and disability insurance
- 401k retirement program
- Paid time off
- Participation in Premier’s employee incentive plans
- Tuition reimbursement and professional development opportunities
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