Technical Account Manager, Abacus Insights

• Experience supporting complex healthcare, SaaS, or data-driven platforms
• Strong background in technical support, escalation management, and client-facing problem solving
• Experience leading or coordinating UAT or QA efforts
• Proficiency in SQL for data validation and root cause analysis in cloud environments (e.g., Snowflake, Databricks)
• Clear, concise communication with technical and non-technical stakeholders
• Ability to manage multiple priorities in fast-paced client environments
• Bachelor’s degree in a relevant field or equivalent experience
• Off hours/weekend work may be required during testing cycles or critical production events
• Willingness to travel approximately 5–10% to client locations to build and sustain executive-level relationships
• Scrum Master certification or equivalent experience working in agile/scrum delivery environments
• Experience leading a QA effort for cloud software, or similar experience

Desirable

• We are seeking an experienced Technical Account Manager with a strong focus on client data testing to support our growing client base
• This role is an individual contributor reporting to the Senior Manager, Client Technical Support
• The successful candidate serves as the primary technical liaison between the product implementation team and production support — while also leading client data testing efforts including UAT strategy, execution, and sign-off
• The Technical Account Manager is responsible for ensuring the client's production environment operates at optimal levels, resolving technical issues in a timely manner, driving customer satisfaction, and continuously partnering with the Senior Manager, Client Technical Support to improve processes
• Approximately 60% of this role is dedicated to core Technical Account Management responsibilities and 40% to leading client data testing engagements
• This role requires the ability to balance concurrent priorities across active testing engagements and ongoing production support, often for the same client
• This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions
• Own day-to-day technical health of assigned client environments, ensuring stability, performance, and SLA adherence
• Lead investigation and resolution of complex technical issues, including escalation management
• Own Root Cause Analyses (RCAs), including clear documentation of root cause, impact, and corrective actions
• Define and lead client UAT strategy, execution, and sign-off
• Coordinate testing activities across DataOps, QA, Engineering, and client teams
• Drive defect triage and resolution, ensuring alignment on severity, priorities, and exit criteria
• Support interoperability and regulatory testing (e.g., FHIR-based data, file and API validation)
• Build trusted working relationships with client technical and operational stakeholders
• Act as the voice of the customer, translating client needs and feedback into actionable internal insights
• Ensure clients understand and effectively use Abacus products to achieve business outcomes
• Lead through influence across Product, Engineering, DataOps, QA, and Client Success teams
• Contribute to the evolution of support, testing, and delivery playbooks
• Identify opportunities to improve efficiency through standardization, automation, and tooling