About Your Role Within our Customer Success (CS) organization, we are seeking technically savvy individuals who are passionate about helping customers realize long-term value from their QGenda solutions.
As a Customer Success Technical Account Manager (CS-TAM), you serve as a trusted technical advisor and proactive partner, helping customers adopt, optimize, and continually drive business outcomes through QGenda's platform. You will work closely with Customer Success Managers (CSMs), QGenda Support (QS), and cross-functional teams to ensure a seamless, high-value customer experience.
Some CS-TAMs will serve as primary technical points of contact for designated customer relationships, while others may specialize in product domains or feature sets-contributing technical expertise across multiple accounts as a subject matter expert. Regardless of focus, all TAMs play a critical role in ensuring technical excellence, adoption success, and sustained customer satisfaction.
How You'll Make an Impact - As a key member of the Customer Success organization, you will partner across teams to deliver proactive technical guidance, promote adoption, and ensure our customers achieve measurable, lasting value.
- Serve as a trusted technical advisor, partnering with CSMs to drive adoption, optimization, and value realization across customers.
- Lead or support technical success planning, aligning QGenda's capabilities with each customer's strategic goals, workflows, and KPIs.
- Maintain deep understanding of assigned product areas or customer configurations to provide insight, best practices, and optimization guidance.
- Collaborate closely with the QGenda Support (QS) organization to ensure smooth handling of customer issues, share context, and drive proactive technical improvements.
- Act as an escalation point for complex support cases, triaging issues that require deeper investigation or transition into longer-term technical projects.
- Proactively monitor product utilization and adoption metrics to identify risks, inefficiencies, or opportunities for enhancement.
- Execute proactive projects to increase adoption and product utilization.
- Lead or contribute to technical business reviews, presenting insights and recommendations that drive adoption and measurable outcomes.
- Develop and deliver training sessions, configuration reviews, and optimization workshops to strengthen customer understanding and product maturity.
- Partner with Product and Engineering to communicate customer feedback, advocate for feature enhancements, and stay informed of new capabilities.
- Create and maintain scalable technical documentation, knowledge articles, and process improvements to drive team efficiency.
- Adhere to all QGenda workflows, case management standards, and data entry requirements to ensure operational excellence and visibility.
Who You Are - Strong technical aptitude and ability to translate complex product concepts into practical customer value.
- Effective communication skills across technical and non-technical audiences, with a focus on clarity and empathy.
- Proven ability to drive adoption and optimization initiatives that improve customer ROI and satisfaction.
- Experience partnering cross-functionally with Support, Product, and Implementation to ensure consistent customer experience.
- Strong organizational and analytical skills; able to interpret data trends and act on insights.
- Ability to manage multiple initiatives, balance priorities, and execute both tactical and strategic work.
- Collaborative mindset with a commitment to shared success and continuous improvement.
Experience You Bring - Bachelor's degree required.
- 2-3 years of experience in customer relationship management, technical account management, or similar SaaS role.
- Ability to travel for customer meetings, conferences, and other industry events.
Not Required, But Nice to Have - Engineering, Computer Science, or other technical degree.
- SaaS or software configuration and service experience.
- Success COACHING CCSM Level 1 and Level 2 certifications.
- Experience with healthcare technology or IT ecosystems.
#LI-HybridWhat's In It For YouWe offer a comprehensive total rewards package to support our full-time 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
- Generous 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 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
