Principal Technical Account Manager, Strategic Healthcare West Coast

Principal Technical Account Manager, Strategic Healthcare

West Coast, United States

Location
:

United States (Remote) |
Preference
:

West Coast-based candidates strongly preferred |
Travel
:
Up to 25%

At Andgo, we are pioneering optimized workforce management (WFM) staffing solutions for the enterprise healthcare marketplace. Our platform is essential for healthcare systems, ensuring optimal staffing levels that directly impact patient care and operational efficiency.

We are seeking a highly strategic Principal Technical Account Manager to manage the complete technical lifecycle and long-term success of our most critical, large strategic enterprise account in the US Healthcare space.

Reporting to the Senior Manager, Technical Integration & Support, this is a pivotal, high-impact role that demands an ideal blend of executive-level client relationship management and expert-level technical problem-solving. You will act as the dedicated technical leader of the account, responsible for strategic technical planning, complex troubleshooting, and ensuring the customer achieves maximum, sustained value from the Andgo platform.

This position is perfect for a seasoned professional who excels at building trust with C-suite and senior technical leaders, translating complex technical roadmaps into business value, and navigating the unique, high-stakes environment of healthcare IT.

• Serve as the primary technical subject matter expert (SME) and strategic advisor for a dedicated, Large Strategic Enterprise Healthcare account, building and maintaining deep, long-term relationships with technical stakeholders and executive decision-makers.
• Advise the client on how to strategically align their long-term technical goals and initiatives with the capabilities and future direction of the Andgo product roadmap.
• Advocate for the customer’s needs as a strategic partner for their adoption and alignment with the product roadmap.
• Proactively monitor and interpret customer technical health and system utilization data; identify and mitigate complex risks (performance, security, scalability) to ensure continuity and successful adoption.
• Collaborate seamlessly with the Customer Success Manager to co-lead Executive Business Reviews, delivering technical presentations that focus on ROI, system optimization, and future strategic growth.

• Act as the internal and external technical escalation point for all post-live issues, performing advanced root cause analysis by analyzing logs, database configurations, and system behavior.
• Guide the customer on advanced system architecture, configuration best practices within the Andgo ecosystem, and optimization to ensure a highly scalable and resilient enterprise solution.
• Drive the resolution of critical technical issues in collaboration with Engineering and Product teams, managing all internal and external technical communication to minimize impact on the critical 24/7 healthcare environment.

• Lead the technical execution of high value, complex projects, including enterprise-wide system integrations, major version upgrades, and deployment of new features, ensuring on-time and high-quality delivery.
• Champion the voice of this key customer internally, translating their unique technical feedback, business workflows, and competitive landscape needs into actionable requirements for our Product and Engineering roadmaps.
• Co-create and deliver tailored, high-level technical training and documentation for customer IT teams, empowering them to effectively test, and manage their Andgo implementation.

• Proven Experience:
  
  7+ years in a senior, customer-facing technical role (e.g., Technical Account Management, Solutions Architect, Enterprise Technical Consulting) supporting Large Strategic Enterprise accounts.
• WFM Domain Expertise:
  Required, hands-on experience working with UKG Workforce Management Pro (formerly Dimensions/WFC) or similar enterprise-level WFM solutions.
• Healthcare Industry Focus:
  Deep understanding of healthcare staffing,…