Technical Account Manager
About Vocantas
Vocantas provides workforce engagement and communication solutions designed specifically for healthcare organizations. Its platform helps healthcare providers improve staff communication, automate scheduling and outreach workflows, and increase operational efficiency in environments where responsiveness and reliability are critical. Vocantas supports healthcare organizations across North America in streamlining their processes and improving the experience for both staff and patients.
Vocantas is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.
The Opportunity
Vocantas is looking for a Technical Account Manager to become the main go-to person for a portfolio of healthcare customers. This role combines account ownership, hands-on technical support, and customer success: you’ll manage day-to-day customer relationships, handle Level 1 and Level 2 support needs, and coordinate with internal teams when more advanced issues require escalation.
You’ll also have an opportunity to improve how the team operates by spotting gaps, suggesting practical solutions, and helping build stronger customer success processes as the organization evolves.
Location: United States (remote)
The salary for this role is $60,000-75,000 USD per year, plus an annual bonus opportunity. Final compensation will be determined based on experience, skills, and qualifications.
What You’ll Own
Account & Customer Relationship Management
- Serve as the primary point of contact for customers in your portfolio throughout the full customer lifecycle.
- Build strong customer relationships through proactive communication, regular engagement, and a clear understanding of each customer’s needs.
- Lead structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future priorities.
- Track customer commitments, open action items, and internal follow-ups through to completion.
Technical Support & Escalation Management
- Act as the first point of contact when customers in your portfolio experience an issue or need assistance.
- Own and resolve Level 1 and Level 2 support tickets, including initial troubleshooting and investigation.
- Escalate more complex technical issues to the appropriate Support, Product, or Engineering teams, providing the context needed to move the issue toward resolution.
- Manage customer escalations and sensitive situations with clear communication and consistent follow-through.
Customer Success & Continuous Improvement
- Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support.
- Identify at-risk accounts early through customer feedback, usage trends, and engagement patterns, and proactively drive recovery plans.
- Look for gaps, inefficient processes, or recurring customer issues and bring forward practical solutions to improve how the team works.
- Collaborate closely with Product, Engineering, Support, and Sales to address customer needs and improve the overall customer experience.
- Contribute to the development of customer success processes, playbooks, and AI-supported workflows.
What We’re Looking For
- 3–5 years of experience in Technical Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS environment.
- Comfortable troubleshooting and resolving Level 1 and Level 2 technical issues, identifying root causes, and knowing when an issue requires escalation.
- Experience independently managing customer relationships, escalations, renewals, and onboarding initiatives.
- Strong project management and organizational skills, with the ability to manage multiple priorities at once.
- Experience working cross-functionally with Product, Engineering, Support, and Sales teams.
- A proactive, solution-oriented mindset: you notice what is not working, bring forward ideas, and follow through on improvements.
Strongly Preferred
- Experience working in healthcare SaaS environments.
- Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools.
- Experience working within organizations where processes and tooling are actively evolving.
Why Vocantas?
- Make a visible impact: join a small team where your decisions, ideas, and improvements can directly influence the customer experience.
- Own the customer relationship: become the person your accounts rely on, from ongoing partnership and guidance to solving day-to-day issues.
- Work closely across the business: collaborate directly with Product, Engineering, Support, and Sales to get customers the answers and outcomes they need.
- Help improve how the team works: identify what could work better and have a meaningful role in shaping processes, playbooks, and tools.
Join Us
Join Vocantas and become a trusted partner to our customers while solving real problems and helping us continuously improve how we support them.
We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.
Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.
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