Technical Customer Success Manager Life at TechKraft Inc.

Technical Customer Success Manager

  • Industry Other
  • Category Operations
  • Location Lalitpur, Nepal
  • Expiry date Aug 02, 2025 (Expires Today)
Job Description

We are seeking an experienced Technical Customer Success Manager for our Medicaid clients. The successful candidate will serve as the bridge between the product implementation team and product support, perform analysis to help diagnose and triage problems, manage customer deliverables, and lead go-live activities. 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
  • Experience working with Medicaid data sets (T-MSIS) or other data sets.
  • Experience working with FHIR IGs (Implementation guides)
  • T-MSIS data collection and processing
  • Promoting a product’s capabilities based on the customer’s needs
  • Organization and project management skills
  • Managing client relationships and coordinating deliverables

Responsibilities:

  • Perform Analysis and Problem Solving: Perform data analysis and problem resolution on CMS data sets (T-MSIS) by diagnosing and triaging data-quality or functionality issues, investigating healthcare claims, eligibility, provider, clinical data, and collaborating with engineering teams to validate fixes and monitor results.
  • Client Relationship Management: Develop strong customer relationships, resulting in referenceable customers. Build trust and transparency with customers. Promote customer loyalty.
  • Needs Analysis: Evaluate, understand, and document customer business needs with a technical lens.
  • Cross-Functional Communication: Manage the client and Abacus operations teams, effectively communicating client needs and issues to team members.
  • Manage Deliverables: Manage client deliverables as required:
  • Client enhancement requests and change requests.
  • Defect triage, resolution and QA coordination
  • Project management using Jira
  • Management and coordination of client UAT
  • Client Support: Support a portfolio of customers. Coordinate UAT prior to production operations. Provide key reports and metrics to the client. Own and manage all customer support tickets, tracking resolution and providing RCA on agreed to schedule. Analyze SLA and trend reports to validate quality of information, identify trends, highlight patterns, define inconsistencies and summarize/present findings and results.
  • Collaboration and Coordination: Work closely with cross-functional teams, including business experts, technical business analysts, project managers, account executives and data engineers to successfully implement client projects. Collaborate with Product Management to identify client-specific requirements that may be translated into an existing standard product feature or a future feature on the product roadmap.
  • Change Management: Own and manage all new requests from the client, tracking resolution using internal project management tools. Use hands-on experience and knowledge in healthcare claims, provider management, eligibility, and/or clinical data sets to analyze business requests and develop high-level business and technical requirements.
  • Promote Product Value: Work with customers to show the technical and business value of Abacus data platform:
  • Work closely with internal data operations team
  • Promote the value of the product
  • Upsell Abacus services and products
  • Promote value through customer experience
  • Training and Support: Educate clients on product capabilities that the client has licensed and address questions and issues raised by the client team.
  • Process Improvement: Conduct process analysis, process evaluation, and implement process improvements that lead to better solutions and client satisfaction.

What we’re looking for:

  • Working knowledge of the US healthcare domain and its core solutions.
  • Experience working in an operational capacity with Medicaid data sets (T-MSIS), medical claims, Rx claims, member eligibility, clinical data (EMRs, ADTs), provider, labs, and financial data sets, ideally using in Snowflake or Databricks environment.
  • Experience and ability to build and manage working relationships with internal and external team members
  • Ability to solve problems, both as an individual and as part of a group.
  • Communicate clearly and concisely, both verbally and in writing, with technical and non-technical stakeholders.
  • Ability to multi-task and react positively to frequent changes in priorities
  • Become a product SME, training users to utilize the software and query data
  • Skilled in SQL and data analysis, tracing data issues to root causes and presenting results to customers.
  • Ability to de-escalate customer complaints
  • Experience with requirements gathering and document creation
  • Project management ability leveraging MS Office tools, Jira (Agile) methodologies
  • High level of project organization, attention to detail, and time management
  • Ability to positively impact process improvement and process management
  • Off hours/weekend work occasionally required
  • Bachelor’s degree in computer science, business, health care administration, or equivalent experience
  • Ability to travel up to 5-10% of the time