Technical Account Manager

About Tennr:

Today, when you go to your doctor and need to be referred to a specialist (e.g., for sleep apnea), your doctor sends a fax (yes, in 2024, 90% of provider-provider communication is a 1980s fax). These are often converted into 20+ page PDFs, with handwritten (doctor’s handwriting!) notes, in thousands of different formats. The problem is so complex that a person has to read it, type it up, and manually enter your information. Tennr built RaeLLM™ (7B—trained on 3M+ documents) to read these docs, talk to your doc to ensure nothing is missed, and text you to help schedule your appointment so you can get better, faster.

Tennr is a NYC-based tech company that launched out of Y-Combinator and is backed by Andreesen Horowitz, Foundation Capital, The New Normal Fund, and other top investors. 

About the Role: 

As a Technical Account Manager (TAM) on Tennr’s Customer Experience team the name of the game is deliriously happy customers. To make those customers happy it takes more than great software. That’s where you come in. To work with our customers, from end users to C-Suite executives. This role is a lot. It requires developing a thorough understanding of the Tennr Platform AND understanding the nuances of complicated healthcare businesses to help customers get the most out of our product. You will have to be a product expert, oversee end user training while also executing client success plans and managing renewals.

A proven track record of building and maintaining deep, lasting relationships with customers is essential. A love of technology and solving problems even moreso. You will be addressing technical and complex issues while creating excitement and loyalty with Tennr’s customers, so ideally you like technical and complex issues – both human and technical!

Key Responsibilities: 

• Be a Tennr Expert 

• Become an industry expert within the many specialties of healthcare. 

• Understand the unique business needs and goals of our customers 

• Help our customers get the most out of the product. 

• Help Tennr get better. Work closely with Eng, Product and Implementations to make sure we’re solving this monstrous problem the right way.

• Help end-users get the most out of the product with tailored technical training and testing sessions and workshops with end users. Be that annoying friend, and help them fall in love with Tennr. 

• Review client reporting and usage metrics regularly to determine how to optimize our customers’ performance.

• Plan, forecast and communicate to , prevent churn, and successfully manage renewal engagements and overall partnership. 

Qualifications: 

• 3+ years of B2B client-facing experience with a SaaS product. 

• Demonstrable ability to take ownership and accountability, and act on client objectives in a technical environment.

• Strong written and verbal communication skills including the ability to communicate technical language to non-technical customers.

• You have experience leading meetings with executive sponsors which may include product training, QBRs, and on-site workshops.

• You thrive in an unstructured start-up environment (lack of process does not frustrate you)

• You’re a self-starter with an entrepreneurial mindset.

• Experience with American healthcare tech is a plus.