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Posted 3 months ago
Requirements and responsibilities
Job DescriptionRedox 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 & ImpactThis role is vital to maximizing the commercial return on this network, ensuring customer adoption translates into significant revenue retention and expansion. The Technical Account Management team is central to Redox's growth strategy. As the health tech industry evolves, the TAM team's primary function is to ensure that our customers successfully realize the full commercial value of the Redox platform, navigating technical standards to accelerate their time-to-market and maximize patient care reach.As a Senior Manager, you will lead a team of high-performing Technical Account Managers, shifting the focus from purely technical enablement to strategic, commercially-minded partnership. Your team will be responsible for developing shared, data-driven strategies that secure renewals, identify expansion opportunities, and increase the lifetime value of our enterprise, as well as scale customer accounts.You will leverage your deep healthcare, clinical workflow, and EHR knowledge not just for technical direction, but to proactively identify and recommend new solutions, integration scopes, and processes that lead directly to increased customer revenue and utilization of Redox.Job Responsibilities: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.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.
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