Technical Account Manager

About Us

Abacus Insights is transforming how data works for health plans. Our mission is simple: make healthcare data usable, so the people responsible for care and cost decisions can act faster, with confidence. We help health plans break down data silos to create a single, trusted data foundation. That foundation powers better decisions — so plans can improve outcomes, reduce waste, and deliver better experiences for members and providers alike.

Backed by $100M from top investors, we’re tackling big challenges in an industry that’s ready for change. Our platform enables GenAI use cases by delivering clean, connected, and reliable healthcare data that can support automation, prioritization, and decision workflows—and it’s why we are leading the way. Our innovation begins with people. We are bold, curious, and collaborative—because the best ideas come from working together.

Ready to make an impact? Join us and let's build the future together.

We are seeking an experienced Technical Account Manager to support our growing client base. This role is an individual contributor reporting to the Senior Manager, Client Technical Support. The successful candidate will serve as the liaison between the product implementation team and product support. The Technical Account Manager is responsible for ensuring client’s production environment operates at optimum levels, timely resolution of technical issues, driving customer satisfaction, and continuously working with the Senior Manager, Client Technical Support to improve processes.

This role requires a strong technical background, excellent communication skills, and a passion for helping customers succeed with complex solutions. A successful candidate has experience and practical knowledge to support clients in the following areas:

• Healthcare data and software supporting payers, PBMs, or third-party administrators.
• Technical support and triage of complex technical problems experienced by the client.
• Managing product performance against a set of client SLAs.
• Managing and coordinating UAT (User Acceptance Testing).
• Promoting a product’s capabilities based on the customer’s needs.
• Organization and project management skills.
• Managing client relationships and coordinating deliverables.

• Oversee daily operations of clients assigned to you, ensuring SLAs and KPIs are met, and production issues are resolved.
• Manage escalations and ensure prompt resolution of complex technical issues.
• Coordinate across functional teams (Product, Engineering, Client Solutions) to resolve client production issues.
• Collaborate with cross-functional teams (Product, Engineering, Client Solutions) to address recurring issues and improve product quality.
• Perform data analysis and solve complex technical issues.
• Draft, review and publish RCA (Root Cause Analysis), including performing 5 Whys analysis and identifying a defect elimination plan.
• Manage SLAs (Service Level Agreements) for clients, including providing clients and Abacus leadership with monthly SLA reports.

• Guide clients through technical implementations, integrations, and optimization.
• Management and coordination of client UAT.
• Translate complex technical concepts into actionable insights for clients.
• Collaborate with product and engineering teams to influence roadmap based on client feedback.

• Manage client enhancement requests and change requests.
• Triage defects, resolution and QA coordination.
• Manage small client projects using Jira.
• Manage and coordinate client UAT.
• Manage and track all new change requests from the client.

• Develop and refine customer success processes, playbooks, and KPIs.
• Identify and implement improvements in support workflows, tools, and documentation.
• Drive standardization and automation by leveraging tools, including GenAI.
• Develop and maintain knowledge base articles and self-service resources.
• Monitor support metrics and generate reports to inform strategic decisions.
• Drive cross-functional initiatives to improve customer experience and product value.

• Develop trustworthy…