Technical Account Manager

POSITION OVERVIEW

The Technical Account Manager (TAM) serves as the technical liaison for a specified set of CMI customers to assist in driving operational success working closely with the customer's technical stakeholders and IT team. This role works intimately with our customers to provide leadership and direction for the design and delivery of post-sales and post-implementation services and support to these customers. The TAM acts as a support advocate providing a dedicated resource for customers, working closely with service, sales, marketing, and engineering to improve the product's adoption and to deliver a world class customer experience.

RESPONSIBILITIES

• Establish and maintain a positive and professional relationship with assigned customers and understanding the customers' needs with a focus on retention and growth.

• Drive customer satisfaction by tracking and driving client requirements and technical solutions, understanding each client's processes, procedures, customizations, and configuration to proactively manage and deliver technical information online, over the phone and on-site.

• Maintain a detailed working knowledge of the assigned customer's environment and workflow needs documenting changes as appropriate.

• Maintain strong product knowledge of the entire Canon Medical Informatics solution suite and be able to effectively advise assigned customer stakeholders as necessary regarding how to best leverage their CMI's solution suite to meet their needs.

• Be a technical sounding board for assigned customers giving advice and guidance where needed

• Provides technical subject matter expertise where applicable working collaboratively with the customer and support/services teams on how best to design and optimize CMI solutions to meet customer needs.

• Participates in the planning, approval, and implementation of approved change management requests.

• Reviews open case inquires and ensures the appropriate resource(s) are assigned to each case, drives escalation, and participates in root cause analysis reviews.

• Educate customers on MyVitrea portal to improve productivity and increase efficiency.

• Enable optimization of Customer Support capabilities and inform on Education units available, Webinars and schedule education as needed.

• Review open cases and enable appropriate resource(s) are assigned to each case, drive escalation through Customer Support Managers when needed.

• Provides customer with any Support reporting required.

• Communicate project related needs and at-risk issues to support leadership.

• Liaise closely with Technical Support Management and Engineers for the tracking and resolution of issues.

REQUIRED EDUCATION AND SKILLS

• 5+ years of experience in a customer service-related role (medical software industry preferred)

• 3+ years of technical/clinical consulting experience desired

• Ability to foster relationships at executive levels and demonstrate the value of service and support solutions to the partner

• Ability to travel up to 20%

JOB COMPETENCIES

• Adaptability/Flexibility

• Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

• Customer Focus

• Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.

• Decision Making/Judgement

• Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others.

• Organizational understanding

• Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization.

COMPANY OVERVIEW

At Canon Medical Informatics (formerly Vital Images, Inc.), what we do matters. This is at the heart of every product we develop, every service we provide, and especially each member of our team. As part of Canon Medical Systems Corporation, we lead the industry with the latest health imaging informatics solutions. We improve the quality of patient care by developing innovative products that enable the exchange, analysis and storage of clinical information across health care enterprises and communities. Our products handle millions of medical images and health records a day across the world. Canon Medical Informatics experiences the best of both worlds with a dynamic and collaborative environment, casual culture, and agility of a mid-sized company, while having the support and resources of Canon Medical Systems Corporate, our parent company.

Our offices are based in Minnetonka, Minnesota; Waterloo, Ontario; Copenhagen, Denmark; The Netherlands; and Beijing, China. We value our team's innovation, enthusiasm, and dedication to help improve the lives of patients. Do you want to be part of a passionate team that believes what we do matters? Then a career with Canon Medical Informatics might be right for you!

COMPANY VALUES

Unity, Courage, Tenacity, Teamwork, and Excellence

WHAT WE OFFER YOU

Canon Medical Informatics offers a dynamic workplace, competitive compensation package, and room for learning and growth in our organization. This is an environment in which things move quickly and you'll have the opportunity to wear many hats. We have a casual dress code, offer flexible work hours and actively foster work-life balance, because anything else simply isn't sustainable. Our Minnetonka, MN office is located about 12 miles southwest of downtown Minneapolis. Our office is near several walking paths and restaurants that are a quick drive away. In our office of 175, we have on onsite deli, workout facility and weekly massages. Our team loves what we do and has fun doing it together. We look forward to receiving an application from you.

Canon Medical Informatics is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.