OpenLoop is looking for a Senior Manager, Technical Account Management to join our team Remotely or at our HQ in Des Moines, IA. As the Sr. Manager of Technical Account Management, you will oversee our fast-growing group of B2B customer accounts, ensuring they receive exceptional service and support across our health tech offerings. This role requires a technically proficient individual with a background in technical account management, excellent communication skills, and the ability to keep customers calm during challenging situations. The ideal candidate will be adept at providing feedback to the organization on customer needs and driving improvements in customer satisfaction. We’re a fast growing company on a mission to bring healing anywhere and this is a great chance to partner with world class organizations to grow.

About the Role

Responsibilities include, but are not limited to:

• Develop and maintain strong relationships with key B2B customers, acting as their primary point of contact.
• Ensure customers receive timely and effective support, addressing their needs and concerns with professionalism and empathy.
• Leverage technical knowledge to understand and address customer issues, providing accurate and effective solutions.
• Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.
• Provide actionable insights to internal teams, including product development, customer support, and senior management, to drive continuous improvement.
• Implement strategies to enhance overall B2B customer satisfaction, focusing on long-term relationship building and retention.
• Monitor customer satisfaction metrics and develop action plans to address any areas of concern.
• Develop and implement crisis management protocols to handle customer issues promptly and effectively.
• Lead and mentor a small team of account managers, providing guidance, training, and support to ensure high performance.
• Work closely with cross-functional teams to align customer needs with business objectives.

• Bachelor’s degree in Business Administration, Computer Science, or a related field.
• Minimum of 7 years of experience in account management, with at least 3 years in a technical account management role.
• Experience in managing offshore teams highly preferred
• Strong technical background with the ability to understand and address complex customer issues as it relates with API and webhooks.
• Exceptional communication and interpersonal skills.
• Proven ability to keep customers calm and manage challenging situations effectively.
• Experience with CRM systems and customer feedback tools.
• Strong analytical skills and the ability to translate customer feedback into actionable insights.

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

Our Company Culture

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.