About the Role

OpenLoop is looking for a dynamic and experienced Technical Account Manager to join our team remotely or at our HQ in Des Moines, IA. This role will be a member of the Customer Success team, collaborating closely with the Director(s) of Customer Success to ensure a seamless user experience for clients from contract signing through relationship growth.

In this role you will build a client relationship post implementation phase, focusing on maintaining a strong partnership and ensuring the clients continue to see value in our services.The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping clients achieve their goals.

What You'll Do

• Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships ensuring satisfaction with OpenLoop’s solutions.
• Provide expert-level technical support to clients, troubleshooting and resolving complex issues related to our products and services.
• Work with the implementation team to guide new clients through the onboarding process. 
• Work closely with internal teams to address any post-launch issues, troubleshoot concerns, and coordinate ongoing enhancements and product updates.
• Conduct training sessions and provide ongoing education as needed.
• Develop deep knowledge of our programs, products, and services, staying updated on new features and improvements. Act as a program expert to clients, proactively offering tailored solutions for better outcomes and greater efficiencies. 
• Monitor client programs, analytics and overall satisfaction, identifying opportunities for improvement and growth. Proactively address potential issues before they impact the client.
• Work closely with cross-functional teams to ensure a seamless process for clients and their patients
• Act as the voice of the client internally, providing feedback to the product and technical teams to ensure continuous improvement of OpenLoop's offerings.
• Regularly review and analyze client data to identify trends, potential risks, and opportunities for upselling or cross-selling additional services.
• Collaborate with the sales team to manage contract renewals and client upsells to ensure continued client satisfaction.

Who You Are

• Bachelor’s degree in Business, Computer Science, or a related field.
• 3+ years of experience in a technical account management, customer success, or related role, preferably in a B2B environment, with a focus on post-implementation client engagement. 
• Strong technical background with the ability to understand and communicate complex technical concepts.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving mindset with a proactive approach to identifying and addressing client needs.
• Experience with CRM software and other customer success tools.
• Ability to work independently and manage multiple accounts and tasks simultaneously.