Technical Account Manager

Job Description

We are Surgence

Surgence is a cloud-based ecosystem committed to revolutionizing the healthcare supply chain. The platform serves as a comprehensive solution for providers, distributors, and suppliers,  ensuring seamless coordination, efficiency, and visibility across the supply chain. Surgence integrates flexible connectivity and development, advanced analytics, alerts, and workflow capabilities to enable proactive decision-making, risk mitigation, and collaborative forecasting, advancing the healthcare supply chain. We move with urgency, embrace intensity, and prioritize outcomes over activity. Charging through the storm together, we will not be satisfied until reliable care is the default - everywhere.

As a team member at Surgence, you’ll be signing up for a rocket ride on the latest technology with the best teammates. Bring your big brain energy and your builder mindset. We provide the rocket fuel. 

Role Overview

The Technical Account Manager (TAM) serves as the primary technical partner for customers throughout onboarding, integration, data validation, and early operationalization. Working across Customer Success, Engineering, Product, Data, and Security, the TAM ensures customer data is connected, validated, stabilized, and aligned with agreed use cases, enabling successful adoption while maintaining platform integrity and trust.

Key Responsibilities

• Lead customer onboarding and integration activities, including execution of onboarding playbooks, phase gates, readiness reviews, and go-live decisions.
• Serve as the primary technical contact for customer IT, data, and analytics teams throughout implementation.
• Reconcile contracted scope, customer expectations, and actual system/data capabilities; identify, document, and escalate gaps or risks.
• Coordinate data ingestion, normalization, modeling, validation, and readiness within the Surgence platform.
• Define and execute data validation processes, document discrepancies, ensure traceability to source systems, and obtain customer sign-off prior to activating use cases.
• Maintain onboarding documentation, including validation summaries, data assumptions, known limitations, readiness checkpoints, risk registers, and Go/No-Go decisions.
• Monitor and communicate implementation risks, integration dependencies, data quality concerns, and mitigation plans throughout onboarding.
• Act as a gatekeeper for customer-impacting technical changes, coordinating testing, validation, and communication for production updates.
• Partner with engineering, product, customer success, security, and operations teams to ensure stable and predictable customer environments.
• Enable and support super-users through controlled rollout processes, user readiness validation, workflow training, and adoption support.
• Translate technical capabilities into practical business workflows and use cases while gathering structured customer feedback.
• Manage TAM-to-CSM handoffs, ensuring documentation of validated use cases, assumptions, limitations, active risks, and operational requirements.
• Support post-implementation operationalization, expansion opportunities, ongoing data quality monitoring, and new use case activation.

Success Metrics 

• Time to data readiness and customer confidence.
• Continuing to advance implementation progress.
• Quality of customer data inspection and documentation.
• Super-user adoption and feedback quality.
• Smooth progression from pilot to operational use.
• % of risks identified pre-go-live vs. post-go-live.
• Readiness of validated data inputs required for ROI measurement.
• Time from data readiness → first defensible value insight.
• Number of validated use cases activated per onboarding

Requirements

• 3+ years in a Technical Account Manager, Solutions Engineer, Implementation  Engineer, or similar role.
• Healthcare, supply chain, or enterprise analytics experience.
• Proven success leading complex data integrations or enterprise platform deployments.
• Strong understanding of data pipelines, validation concepts, and system dependencies.
• Proven ability to communicate technical concepts to non-technical stakeholders.
• Experience working cross-functionally in fast-moving organizations.
• Familiarity with phased onboarding or implementations.
• Experience balancing development with customer-facing stability requirements.
• Good judgement and ability to keep the customer engaged.
• Demonstrated ability to learn new things quickly.

Benefits

• Medical, Dental, Vision, and Life Insurance
• PTO, Sick Leave, and Paid Holidays
• 401K with Company Match
• Short-Term and Long-Term Disability Insurance