About the RoleOpenLoop is looking for a Technical Account Manager to join our team remotely. In this role, you will serve as the strategic technical partner for a portfolio of healthcare and telehealth clients - owning the relationship from post-implementation through renewal and expansion. You will combine deep platform knowledge, proactive account management, and technical problem-solving to ensure partners and their patients experience seamless, reliable care delivery through OpenLoop's virtual care platform.
This is not a reactive support role. You will own account health, drive platform adoption, lead business reviews, and represent client and patient needs internally - all while being the person partners trust to get things done.
What You'll DoStrategic Account Management- Own the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalation.
- Lead quarterly business reviews (QBRs) - presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goals.
- Monitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surface.
- Drive platform adoption by identifying underutilized capabilities and translating them into tangible client value.
- Collaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunities.
- Translate complex client workflows and integration requirements into structured, prioritized product feedback for Engineering and Product teams.
Technical Support & Resolution- Serve as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery - resolving independently within your technical competency and escalating to appropriate teams as required.
- Investigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention plan.
- Maintain clear, proactive communication on issue status and resolution timelines to build partner confidence.
- Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention.
- Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements.
- Maintain internal support documentation and assist with testing new features or workflows to surface risk before client impact.
- Partner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performance.
Who You Are- Bachelor's degree in Computer Science, Business Administration, or related field preferred.
- 3-5 years managing technical accounts in healthcare, telehealth, or SaaS - with a demonstrable track record of retention and expansion outcomes.
- Proven ability to diagnose and resolve complex integration or workflow issues independently, with documented root cause and prevention.
- Strong understanding of patient-facing workflows including scheduling, intake, and clinician matching.
- Comfortable presenting to director and VP-level stakeholders, including leading structured QBRs with data and clear recommendations.
- Experience defining and tracking account success metrics - adoption rates, time-to-value, ticket volume trends.
- Skilled at translating technical constraints into non-technical language for client audiences, and client needs into actionable requirements for internal teams.
- Excellent written and verbal communication - calm, empathetic, and direct under pressure.
- Experience in coding (JavaScript, Python, HTML) or a foundational understanding of software engineering is highly preferred.
- Working knowledge of FHIR, HL7, and REST, SOAP, or GraphQL API integrations - ideally in a healthcare or EHR context - is preferred.
- Knowledge of HIPAA and best practices for handling PHI.
- Exposure to workflow optimization or process improvement initiatives.
Our BenefitsIn addition, for salaried positions you would also be eligible for:
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) + Company Match
- Life Insurance, Pet insurance, and more
