Director of Technical Account Management

Who you are

• 8+ years of experience in customer-facing technical roles, such as Technical Account Management, Solutions Engineering, Customer Engineering, or technical Implementation, including experience leading or building a TAM or technical customer success function
• You’ve supported complex enterprise customers on an API-first or highly extensible SaaS platform, where customers build meaningful parts of their products or operations on top of your technology
• You have real technical depth. You’re comfortable reasoning through APIs and integrations, HTTP behavior, authentication and authorization, webhooks, data flows, logs, and system architecture. You don’t need to be a software engineer, but engineers should view you as a credible technical partner
• You’re an excellent technical problem solver. You can take an ambiguous customer problem, form and test hypotheses, use data to isolate what’s happening, and distinguish platform issues from configuration, architecture, or customer-side problems
• You can move seamlessly between technical and executive audiences. You’re as comfortable working through an integration problem with a Director of Engineering as you are translating its implications and recommended path forward for a CTO or business leader
• You build systems, not just solutions. When you see the same problem twice, your instinct is to create the playbook, instrumentation, process, or product improvement that prevents a third occurrence
• You know how to lead through influence. You can bring together Customer Success, Implementation, Solutions Engineering, Support, Product, and Engineering around a customer outcome without needing to own every team involved
• You have experience leading and developing high-performing technical customer-facing teams. You’ve hired great people, coached across different levels of experience, set a high performance bar, and built the systems and culture that allow a team to scale
• You’re energized by building in ambiguity. You don’t need an established TAM organization around you; defining the model, setting the standard, and figuring out what should scale is part of what makes this opportunity exciting
• Bonus: Experience in healthcare technology, EHRs, health-data integrations, or another regulated environment; familiarity with GraphQL, SQL, Rails, React, TypeScript, Postgres, Redis, or similar technologies

What the job involves

• We’re hiring a Director, Technical Account Management to build and lead Technical Account Management at Healthie
• Healthie powers some of the fastest-growing healthcare organizations in the country
• Our largest customers are deeply technical: they build on our APIs, integrate Healthie into complex technology ecosystems, and rely on our infrastructure to deliver care at scale
• With billions of API calls hitting Healthie every month, the technical partnership we provide these customers is critical to their ability to scale successfully
• You’ll define what that partnership looks like
• This is a player-coach role with significant ownership
• Initially, you’ll work directly with a small number of our most strategic customers while building the operating model, technical success practices, tooling, and engagement model for TAM at Healthie
• Over time, you’ll hire and develop a high-performing team of TAMs and scale the function across our Strategic customer base
• You’ll work closely with Customer Success, Implementation, Solutions Engineering, Support, Product, and Engineering, and regularly engage directly with customer CTOs, engineering leaders, product leaders, and technical teams
• TAM at Healthie owns the long-term technical health and strategy of our most important customers: developing a deep understanding of how they’ve built on Healthie, identifying technical risk before it becomes an incident, helping them architect for scale, and ensuring the right Healthie teams are working together against a coherent technical strategy
• You’ll have the opportunity to define what great Technical Account Management looks like at Healthie and build the team and systems to deliver it at scale
• At Healthie, we are AI-enabled and AI-accelerated in how we build
• We are looking for team members who actively leverage AI-powered development tools, embrace automation, and help teams adopt modern, AI-assisted engineering practices to increase velocity and quality

The application process

• Quick chat with someone from our Talent team (15 minutes)
• Interview with Caseley, VP of Customer Management (30 minutes)
• Interview with Emma, Director of Customer Success, and Dana, Director of Implementation & Strategic Accounts (30 minutes)
• Case Study with Ani, Director of Customer Engineering, and Caseley, VP of Customer Management(60 minutes)
• Interview with Tariq, COO and/or Erica, CEO (20 minutes)
• Conversation with Caseley, VP of Customer Management (15 minutes)
• Reference Checks

Benefits

• Stock options
• Medical, dental, vision, life and disability coverages
• FSA and HSA
• Flexible vacation
• 401(k) plan with company matching
• Parental leave program
• Learning & development stipends
• Nutritional coaching
• Fitness membership budget
• Co-working subscriptions
• A laptop plus equipment stipend
• Summer Fridays