Sr. Manager, Technical Account Management

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Customer SupportTechnical Account Manager

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Quick Summary

Overview

Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange.

Technical Tools

Customer SupportTechnical Account Manager

Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.

Opportunity & Impact

This role is a critical driver of Redox’s recurring revenue growth. The Senior Manager of Technical Account Management is responsible for ensuring that customer adoption of the Redox platform translates directly into revenue retention, expansion, and long-term account growth.

The TAM organization is central to Redox’s commercial strategy. As healthcare interoperability needs evolve, this team moves beyond reactive technical enablement and operates as a strategic, revenue-oriented account management function. The focus is on building predictable renewal performance, identifying expansion opportunities, and increasing the lifetime value of Redox’s enterprise customer base.

As Senior Manager, you will lead a team of Technical Account Managers who own the post-sale commercial health of accounts. You will set strategy, operating cadence, and performance expectations for how the team manages the pipeline across renewals and expansion. Your success will be measured by your team’s ability to drive Net Revenue Retention, expansion ARR, and forecasting accuracy.

You will use your healthcare and EHR expertise not only to guide technical execution, but to proactively identify where customers can expand their use of Redox through additional integrations, workflows, and solutions that directly increase contract value.

Own Company-Level KPIs: Directly responsible for maximizing Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through proactive account management and expansion initiatives, alongside managing CSAT.

Expansion & Upselling: Proactively partner with customers to identify new integration needs, product adoption opportunities, and use cases that result in the expansion of services, scopes, and ultimately, increased contract value. Create repeatable strategies for upsell and cross-sell motions tied to measurable business outcomes.

Strategic Retention: Act as the executive sponsor for a portfolio of key accounts, ensuring continuous, high-value delivery to secure timely and successful contract renewals. Mitigate churn risk by maintaining deep alignment on the customer's long-term business and technical roadmaps.

Team Leadership & Performance: Manage, mentor, and develop a team of Senior TAMs, instilling a strong focus on commercial outcomes, account growth, and proactive value demonstration. Ensure the team meets or exceeds targets related to revenue retention and account expansion.

Customer Business Partnership: Serve as a trusted advisor, translating complex technical integration challenges and new interoperability standards into clear, financially sound strategies for the customer's executive team.

Internal Collaboration: Drive cross-functional alignment (Sales, Product, Engineering) to manage customer success plans and escalations, specifically where they impact the customer’s time-to-value and future renewal potential.

Product Utilization: Monitor industry trends and product enhancements to proactively guide customers toward utilizing new features that directly translate to operational efficiency and business growth.

Experience & People Leadership: 7+ years of professional experience, including 3+ years managing, coaching, and developing high-performing customer-facing teams.

Revenue & Performance Track Record: Proven success leading high-performing teams focused on renewing, expanding, and growing enterprise accounts (Net Revenue Retention/Expansion experience is critical).

Commercial Acumen: Strong business sense and experience translating technical value propositions into quantifiable business impact and return on investment (ROI) for customers.

Franchise Building: Demonstrated success in developing customer accounts into long-term strategic franchises, proactively identifying and closing upsell and cross-sell opportunities.

Healthcare Expertise: Deep EHR integration, workflow knowledge, and clinical understanding, used to drive solution adoption and maximize customer utilization.

Leadership & Influence: Ability to inspire a culture of execution, commercial focus, and accountability while fostering strong internal and external collaborative relationships.

Communication: Excellent executive-level communication, negotiation, and presentation skills focused on clearly articulating customer value.

Prior experience in a commercial-facing technical leadership role within the healthcare or health-IT industry.