Technical Account Manager, Scheduling - QGenda

Within our Customer Experience (CX) organization, we are looking for technically savvy individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda. Individuals that have a thirst for knowledge, a natural curiosity and desire to identify root causes of strange problems but find the most effective solutions to meet the customer’s need are who we are looking for!

As a Technical Account Manager (TAM), you will be the technical advisor throughout a customer’s lifecycle. You are a QGenda product expert and will leverage your knowledge to ensure our customers adopt and utilize QGenda to its fullest potential. You will work closely with the Customer Success Manager (CSM) as well as every other team within QGenda, from Sales and Product Engineering, to Implementation and Customer Support.

As a critical member of the Customer Experience Team, you will serve as a trusted technical advisor that helps to design customer configurations post go-live, ensures adoption through providing outstanding post go-live customer support, and identifies expansion opportunities.  You will partner with Customer Experience Managers and Executives in supporting the customer.
 

How You'll Make an Impact

• Provide customers with clear, proactive technical guidance and expertise across main product lines both pre and post go-live
• Collaborate with CSMs, QGenda Support, Product Liaison, and other teams to assist with technical issues raised by customers
• Provide technical support and respond to escalated support tickets for assigned customers
• Set and manage appropriate customer expectations around resolution and response times, adhering to established Service-Level Objectives.
• Update, customize, configure, and manage client environments on an ongoing basis
• Manage and achieve key business metrics including CSAT, Response and Resolution Time, Productivity, Adoption, & Revenue Retention goals
• Participate in ongoing planning, implementation, and optimization of automated workflows to drive scalable customer success activities and customer support
• Act as a point of escalation for QGenda Support (QS) as a Swarm Lead (or other business needed) to resolve any escalated cases
• Ensure maintenance of enterprise standards when completing CSX account cases
• Quickly identify and escalate any potential client risks during case review
• Adhere to all company policies, QGenda workflows, and case-entry requirements.
• Maintain a professional and positive attitude in all customer and company interactions, both internal and external.
• Complete other duties as directed by a member of QGenda management/leadership.
• Engage in client onsite activities related to implementation, training, support, or post go-live updates
• Adhere to all company policies, QGenda workflows, and case-entry requirements.

Who You Are

• Communicate technical information effectively and understandable to non-technical audiences
• Proactively identify and solve problems and then build sustainable solutions to prevent recurrence
• Manage a project, work to deadlines, and prioritize between competing demands
• Demonstrate personal drive to complete assigned action items and self-assign work as needed
• Demonstrate detail-oriented and organized skillset 
• Experience utilizing Salesforce, or similar CRM software as well as Google Suite Products
• Proficiency in Google GSuite Products (Documents, Sheets, Slides)
• Ability to work in a team environment

Experience You Bring

• Prior customer relationship management experience
• Bachelor’s degree required
• Ability to travel for customer meetings, conferences, and other industry events

Not Required, but Nice to Have

• Engineering or other technical degree
• SaaS/Software technical configuration and service experience
• Success COACHING CCSM Level 1 and Level 2 certifications
• Experience/exposure to the healthcare market and IT ecosystem

Applicants must be currently authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Who We Are

QGenda is redefining healthcare workforce management everywhere care is delivered. We’re on a mission to empower the healthcare industry to better onboard, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 600 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.

QGenda is headquartered in Atlanta.

To learn more about QGenda, visit us at qgenda.com or follow us on Instagram (@QGendaLife) or LinkedIn.

What's In It For You

We offer a comprehensive total rewards package to support our employees and their family's day-to-day needs, well-being and major life events, which includes:

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Flexible paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work at one of our two offices in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

QGenda delivers technology solutions to improve how healthcare is delivered and increase access - for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion, equity for all.

QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.

If you require accommodations or assistance to complete the online application process, please contact recruiting@qgenda.com and identify the type of accomodation or assistance you are requesting. Do not include any medical or health information in your email. We will respond to your email promptly.