Director, Technical Account Management

Our Mission Healthie is an AI-Native, ONC Certified EHR for modern outpatient healthcare. Healthie is proud to power clinically excellent healthcare for over 40,000 providers who deliver clinically excellent healthcare - longitudinal and collaboratively, with patient and provider experiences at the center. Both healthcare and technology are undergoing unparalleled industry innovation, and it’s incredible to see the momentum - from consumers, from providers, and from reimbursement for this type of healthcare - grow exponentially. We provide the powerful infrastructure every care delivery organization needs. On the surface this includes EHR, Scheduling, Engagement, Billing, Data, and much more. Underneath the iceberg are thousands of configurations, settings, widgets, automations, and limitless capabilities because we are an API-first platform. Our fully brandable platform makes it easy for clinics and organizations of any size to scale and never reach a limit. Today, over 3 billion API calls are made to Healthie every month, as thousands of organizations who work with more than 21 million patients in total, rely on Healthie to deliver clinically excellent healthcare in over 35 specialties, from behavioral healthcare to complex chronic care management and personalized medicine. We believe in the power of technology to improve access to healthcare and we’re building the rails that make this a reality. We work fast and with quality because we provide business-critical, healthcare-critical software that clinicians and patients need for a better healthcare system. We’re customer-obsessed, operate with lightning-fast processes and responses, and always share our product roadmap publicly- so customers can see what we’re building, and remain relentlessly focused on how care gets delivered. Healthie is backed by leading investors, and while we've $42M raised to date, more importantly, we operate with fiscal responsibility and have been profitable for more than half of our time as a company. We know that building an ONC-Certified EHR is a lifetime’s body of work, and we are here to build for our customers forever. Learn more at https://www.gethealthie.com/ About the role We’re hiring a Director, Technical Account Management to build and lead Technical Account Management at Healthie. Healthie powers some of the fastest-growing healthcare organizations in the country. Our largest customers are deeply technical: they build on our APIs, integrate Healthie into complex technology ecosystems, and rely on our infrastructure to deliver care at scale. With billions of API calls hitting Healthie every month, the technical partnership we provide these customers is critical to their ability to scale successfully. You’ll define what that partnership looks like. This is a player-coach role with significant ownership. Initially, you’ll work directly with a small number of our most strategic customers while building the operating model, technical success practices, tooling, and engagement model for TAM at Healthie. Over time, you’ll hire and develop a high-performing team of TAMs and scale the function across our Strategic customer base. You’ll work closely with Customer Success, Implementation, Solutions Engineering, Support, Product, and Engineering, and regularly engage directly with customer CTOs, engineering leaders, product leaders, and technical teams. TAM at Healthie owns the long-term technical health and strategy of our most important customers: developing a deep understanding of how they’ve built on Healthie, identifying technical risk before it becomes an incident, helping them architect for scale, and ensuring the right Healthie teams are working together against a coherent technical strategy. You’ll have the opportunity to define what great Technical Account Management looks like at Healthie and build the team and systems to deliver it at scale. About you - 8+ years of experience in customer-facing technical roles, such as Technical Account Management, Solutions Engineering, Customer Engineering, or technical Implementation, including experience leading or building a TAM or technical customer success function. - You’ve supported complex enterprise customers on an API-first or highly extensible SaaS platform, where customers build meaningful parts of their products or operations on top of your technology. - You have real technical depth. You’re comfortable reasoning through APIs and integrations, HTTP behavior, authentication and authorization, webhooks, data flows, logs, and system architecture. You don’t need to be a software engineer, but engineers should view you as a credible technical partner. - You’re an excellent technical problem solver. You can take an ambiguous customer problem, form and test hypotheses, use data to isolate what’s happening, and distinguish platform issues from configuration, architecture, or customer-side problems. - You can move seamlessly between technical and executive audiences. You’re as comfortable working through an integration problem with a Director of Engineering as you are translating its implications and recommended path forward for a CTO or business leader. - You build systems, not just solutions. When you see the same problem twice, your instinct is to create the playbook, instrumentation, process, or product improvement that prevents a third occurrence. - You know how to lead through influence. You can bring together Customer Success, Implementation, Solutions Engineering, Support, Product, and Engineering around a customer outcome without needing to own every team involved. - You have experience leading and developing high-performing technical customer-facing teams. You’ve hired great people, coached across different levels of experience, set a high performance bar, and built the systems and culture that allow a team to scale. - You’re energized by building in ambiguity. You don’t need an established TAM organization around you; defining the model, setting the standard, and figuring out what should scale is part of what makes this opportunity exciting. - Bonus: Experience in healthcare technology, EHRs, health-data integrations, or another regulated environment; familiarity with GraphQL, SQL, Rails, React, TypeScript, Postgres, Redis, or similar technologies. Details, details - This is a full-time, NYC-Hybrid position. - U.S. work authorization is required. - The salary for this position is a base between $180,000 - $210,000. Interview Process - Quick chat with someone from our Talent team (15 minutes) - Interview with Caseley, VP of Customer Management (30 minutes) - Interview with Emma, Director of Customer Success, and Dana, Director of Implementation & Strategic Accounts (30 minutes) - Case Study with Ani, Director of Customer Engineering, and Caseley, VP of Customer Management(60 minutes) - Interview with Tariq, COO and/or Erica, CEO (20 minutes) - Conversation with Caseley, VP of Customer Management (15 minutes) - Reference Checks Learn more at gethealthie.com/careers. Healthie is subject to HIPAA and other security and privacy frameworks, and this job entails training and conformance to expectations regarding security and compliance. Healthie participates in e-verify. Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.