Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy advantages, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to startCaring. Connecting. Growing together.This role is within the Enterprise Imaging business unit. Our business develops software for healthcare providers to address Diagnostic Medical Imaging and Workflow needs - primarily for Radiology and Cardiology departments. The Technical Account Manager (TAM) is assigned to and works with our largest, most complex, strategic accounts that represent approximately $100M in annual revenue for the business. Their primary focuses are around ensuring deployed solutions are stable and performing optimally, understanding, and delivering on specific customer needs, and keeping customers informed on the latest service and product capabilities so that our most strategic customers are fully adopting our offerings to maximize the value of their partnership with us. TAMs accomplish the above by working closely with key customer contacts to develop deep knowledge of systems and priorities so that they can champion those needs internally within our business to ensure these customers remain customers and smoothly transition to our next generation products as they become available.The Technical Account Manager is responsible for driving customer satisfaction and proactively managing the support relationship with large enterprise customers. The Technical Account Manager is both a technical and strategic advisor, providing technical guidance and consulting, as well as the management of support projects and other improvement initiatives.You'll enjoy the flexibility to work remotely* from anywhere within Canada (except for the Saskatchewan province)



as you take on some tough challenges.Primary ResponsibilitiesManage the overall Customer Success relationship with large, complex enterprise-level customersCollaborate with front-line support managers to manage the resolution of complex technical issuesBuild and maintain a strong working relationship with key customers and internal stakeholdersAct as key point of contact / escalation contact for assigned customersCommunicate with all levels of the customer organization as requiredConduct regular conference calls to review and prioritize outstanding issuesRegularly review open-service requests and engage appropriate internal resources as necessary. Drive escalation and follow up with appropriate resources to facilitate timely resolutionSeek out opportunities to increase customer satisfaction. Work with customers to help them achieve their longer term or strategic objectivesDevelop workflows and oversight strategies that successfully predict, avoid and ultimately reduce customer escalationsProvide ongoing support updates to customers on the effective use of our applications through new products, services and training informationUtilize tools, monitoring platforms and available metrics to seek out and execute on opportunities to optimize our products and services for our customersUnderstand the context and advocate for customer requested enhancements/defects/escalated concernsProvide updates, executive summaries,



and guidance to our executive team and other internal stakeholders as requiredMay include onsite presentations for assigned customersYou’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications3+ years of experience in a technical support environmentExperience working on large, complex projects and customersExperience with escalation managementTechnical Knowledge of hospital system environments and workflowSolid technical aptitude. Ability to form a high-level understanding of complex technical issuesExcellent analytical capabilities to break down complex technical tasks into executable and measurable stepsPreferred QualificationsExperience with McKesson/Change Healthcare/Optum Radiology or McKesson/Change Healthcare/Optum Cardiology ApplicationsSolid organizational skills with an ability to manage competing customer demandsCreative problem solver; able to accomplish goals through a variety of processes and toolsSolid communication (both written and oral), able to tailor message format and content to specific audienceProven team player, flexible self-starter, and have a strong can-do attitude. Able to anticipate and resolve complex issues*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.Canada Residents Only: The salary range for Canada residents is $63,300 to $131,500 annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission#J-18808-Ljbffr

📌 Technical Account Manager - Remote - 2325513 - C$63,300 - C$131,500 A Year - Remote (Toronto)
🏢 Optum
📍 Toronto