What are the responsibilities and job description for the Technical Account Manager - US (Remote, ET Timezone) position at Ibex Medical Analytics?
About Ibex:
IBEX develops state-of-the-art artificial intelligence solutions for cancer diagnostics. Our cutting-edge technology is transforming the diagnosis of cancer, leading to rapid and accurate decision making and providing new diagnostic insight to enable precision medicine.
IBEX is a well-funded start-up with global presence and headquarters in the USA.
Our world-class team of researchers, engineers and medical experts is growing. If you are an outstanding professional, passionate about your work, a team player and want to make a difference in the lives of millions of people – Come join us!
As a Technical Account Manager at Ibex Medical Analytics, you will own the end-to-end customer relationship across both the technical and business dimensions - from onboarding and implementation through ongoing operation, adoption, value realization, and expansion.
You will act as a trusted technical partner and primary point of contact for assigned customers, ensuring they successfully deploy, operate, adopt, and maximize the value of Ibex solutions. You will work closely with customer stakeholders and collaborate cross-functionally with Product, R&D, and Sales to drive customer success and continuously improve the customer experience.
Responsibilities:
Own assigned customer accounts end-to-end, covering both technical account management and customer success throughout the customer lifecycle.
Lead customer onboarding and implementation, including solution deployment, configuration, integrations, and coordination of technical activities across internal and customer teams.
Serve as the primary point of contact for assigned customers, building strong, trusted relationships with key technical, operational, and business stakeholders.
Drive customer adoption and value realization by understanding customer workflows and needs, monitoring usage and engagement, and proactively identifying opportunities to improve outcomes.
Own account health and proactively manage risks, identifying potential issues early, developing mitigation plans, and ensuring customers remain successful and engaged.
Monitor system performance and product usage, working with customers and internal teams to optimize system operation and user experience.
Coordinate technical issue resolution with Support, Product, and R&D, ensuring effective prioritization, communication, and follow-through with the customer.
Provide hands-on technical support to customers when needed, including troubleshooting, investigation, and guidance on system usage
Bachelor’s or Master’s degree.
3 years of hands-on experience as a Technical Account Manager, Technical Implementation Manager, or similar customer-facing technical role within Digital Pathology, IMS, EHR, or healthcare IT - a must.
Proven experience owning the full customer lifecycle, from technical engagement and implementation through go-live, stabilization, adoption, ongoing success, and growth - a must.
Experience managing customer relationships and account health, proactively identifying risks, driving adoption, and ensuring customer satisfaction and retention.
Experience with Digital Pathology workflows and integrations - preferred.
Proven ability to lead change in clinical environments, including supporting the transition from analog to digital workflows.
Strong relationship-building, communication, and presentation skills, with the ability to engage senior and C-suite hospital stakeholders and communicate technical and clinical value.
Knowledge of cloud-based solutions and IT infrastructure.
Knowledge of healthcare data privacy and compliance (HIPAA).
Hands-on, proactive, and highly collaborative, with excellent written and verbal English. Additional languages - preferred.
US-based remote role, with ~25% travel and availability during US Eastern Time Zone hours.
We are an equal opportunity employer and committed to creating a friendly, inclusive environment that is a pleasure to work in, and where there is an unbiased acceptance of others.