About the Role:

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.

Your day to day

Client Technical Outcomes

• 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.

Client Data Testing Leadership

• 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).

Client Partnership & Advocacy

• 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.

Cross-Functional Influence & Process Improvement

• 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.

What You Bring to the Team

• Experience supporting complex healthcare SaaS 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.

Specific to Client Data Testing:

• Scrum Master certification or equivalent experience working in agile/scrum delivery environments.
• Experience leading a QA effort for cloud software, or similar experience.

What we would like to see, but not required

• Experience with healthcare interoperability standards (FHIR, bulk data export, Patient Access API).
• Familiarity with Snowflake, Databricks, or similar cloud data platforms.
• Experience with test management or agile delivery tools (e.g., Jira, Azure DevOps).
• Experience working with healthcare payer or Medicaid data sets.

Compensation: Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants.

What you’ll get in return:

• Unlimited paid time off – recharge when you need it
• Work from anywhere – flexibility to fit your life
• Comprehensive health coverage – multiple plan options to choose from
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here
• Home office setup allowance – one-time support to get you started
• Monthly cell phone allowance – stay connected with ease #LI-SB1 #LI-Remote