Technical Account Manager

Innovate With Purpose  

Do you want to work for a company that is innovating and making a difference to the health and wellbeing of people all over the world? We’re not about selling meaningless, unnecessary products for corporate profitability. You’ll be working on technology that will revolutionise global health systems so that we can finally get the healthcare we all want - a basic human right.   

We like to think of ourselves as a community of start-ups where you can be your true, genuine self. Each of our product teams has the autonomy to decide how they operate and contribute towards our mission of providing each person with the right care at the right time and in the right place.   

Orion Health is excited to be expanding our galaxy by recruiting for a number of stellar individuals to join our team to help us deliver to our global customer base. If you want to climb aboard the rocketship and help us revolutionise global health systems, astronomical opportunities await.   

Purpose 

As the Technical Account Manager, you will oversee the delivery, reliability, and overall performance of services for a major Orion Health client based in Pennsylvania. You will ensure the successful maintenance, upgrades, and support of our software platforms while acting as a trusted client partner and key liaison between customers and internal engineering and operations teams. 

Success looks like 

You will work closely with Technical Operations, Engineering, and Service Operations teams to deliver high-quality service and continuously improve service delivery. Clients experience strong platform reliability and transparency, complex issues are addressed proactively, and service delivery processes continue to improve over time. 

Business Unit 

The Orion Health Operations group supports leading healthcare organizations by delivering reliable platforms, proactive problem-solving, and a strong focus on customer success. 

This role reports to the VP, Delivery & Operations USA. 

Key Responsibilities 

Client Relationship & Technical Partnership 

• Build and maintain strong relationships with client stakeholders including technical leaders, architecture teams, and executive sponsors.  

• Act as the primary point of contact for technical service delivery issues and escalations.  

• Work with clients to understand their goals and translate them into service delivery plans and improvements.  

• Lead regular service reviews, including discussions around platform health, incidents, and opportunities for improvement.  

Service Delivery Oversight 

• Oversee the ongoing delivery of services including upgrades, integrations, monitoring, and support.  

• Ensure services meet agreed performance, availability, and security expectations.  

• Work with internal teams to improve visibility into system performance and operational metrics.  

• Help coordinate platform or infrastructure changes to ensure minimal disruption to client services.  

Incident & Operational Management 

• Coordinate responses to major service incidents and help ensure issues are resolved quickly.  

• Participate in change management processes to ensure updates are planned and communicated effectively.  

• Support root cause analysis and help drive improvements to prevent recurring issues.  

• Contribute to improving incident and operational processes.  

Collaboration & Continuous Improvement 

• Work closely with engineering, product, and infrastructure teams to resolve issues and improve service performance.  

• Promote accountability, collaboration, and continuous improvement across teams.  

• Help identify opportunities to improve service reliability and operational efficiency.  

Risk & Compliance 

• Identify potential service or operational risks and escalate when needed.  

• Ensure services align with healthcare security, privacy, and compliance requirements.  

• Support service reviews and improvement initiatives to maintain strong operational standards.  

Behavioural and Technical Capabilities 

• Strong ability to understand technical systems and communicate effectively with both technical and business stakeholders.  

• Excellent relationship management and communication skills.  

• Strong problem-solving and analytical abilities.  

• Comfortable managing multiple priorities and working in fast-paced environments.  

Skills and Qualifications 

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.  

• 7+ years of experience in technical account management, service delivery, technical operations, or similar roles.  

• Experience working with enterprise software platforms and supporting customer environments.  

• Familiarity with cloud platforms and modern software delivery practices is beneficial.  

• Experience working in regulated industries such as healthcare is preferred.  

• Certifications such as ITIL, PMP, or cloud certifications (AWS, Azure, GCP) are advantageous.