Sr. Technical Account Manager

NextGen Healthcare

Full-time - Mid Level

Professional, Scientific, and Technical Services

About the position

The Sr. Technical Account Manager at NextGen Healthcare serves as a trusted advisor to clients, providing guidance on services and best practices while addressing ongoing operational issues. This role is pivotal in influencing client interactions with NextGen products, ensuring operational health, and fostering strong relationships with customers to understand their business needs and technical challenges.

Responsibilities

• Serve as a trusted advisor providing advice and support to clients on services and best practices.
• Support solutions, provide technical guidance, and advocate for the customer.
• Ensure environments remain operationally healthy while reducing cost and complexity.
• Develop trusting relationships with customers, understanding their business needs and technical challenges.
• Drive technical discussions regarding incidents, trade-offs, and risk management.
• Collaborate with Solutions Architects, Business Developers, Professional Services Consultants, Sales Account Managers, and C-suite executives.
• Provide detailed reviews of service disruptions and all metrics.
• Proactively problem solve and find opportunities for customers.
• Develop methods, techniques, and evaluation criteria for obtaining results.
• Work with operations to provide ongoing maintenance including updates, patching, and antivirus updates.
• Troubleshoot and resolve issues in assigned technology including hardware, software, operating systems, and application-related issues.
• Conduct performance monitoring, systems health checks, and capacity planning.
• Report progress of the project/task to all stakeholders in a timely and efficient manner.
• Identify/document issues prior to client impact and work with teams to drive product improvement.
• Support clients undertaking gap analysis between current and future state to meet client needs.
• Perform other duties that support the overall objective of the position.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 5 years' relevant experience as Technical Account Manager or similar.
• Cloud Hosting expertise with a preference towards AWS knowledge and certifications.
• Experience in the medical field preferred.
• Knowledge of troubleshooting hardware, software, operating systems, and application-related issues.
• Skill in leadership through critical incidents, communication, organization, problem solving, collaboration, technical acumen, and customer focus.
• Ability to work effectively in a fast-paced environment, prioritize workload, multi-task, and meet deadlines.