Technical Account Manager

Description About Vocantas Vocantas provides workforce engagement and communication solutions designed specifically for healthcare organizations. Their platform helps healthcare providers improve staff communication, automate scheduling and outreach workflows, and enhance operational efficiency in environments where responsiveness and reliability are critical. Trusted by healthcare organizations across North America, Vocantas helps customers streamline communication processes while delivering a better experience for both staff and patients. Vocantas is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages and long-term value. The Opportunity: Technical Account Manager Vocantas is looking for a relationship-driven Technical Account Manager to own and grow a portfolio of Enterprise and Mid-Market healthcare SaaS customers. This is a highly collaborative and customer-facing role where you'll lead onboarding, manage strategic customer relationships, drive retention efforts, and proactively support customer success throughout the full lifecycle. You'll join the team during an exciting period of transformation as Vocantas evolves toward an AI-augmented customer experience model — a unique opportunity to help shape p [... source excerpt omitted ...] r outcomes and long-term growth. Location: Remote (Canada) What You’ll Own Customer Relationship Management Serve as the primary point of contact for Enterprise and Mid-Market customers throughout the full customer lifecycle. Build strong customer relationships through proactive communication, strategic guidance, and regular engagement. Conduct structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future planning. Customer Success & Escalation Management Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support. Identify at-risk accounts early through customer signals, usa [... source excerpt omitted ...] ensure a positive customer experience. Cross-Functional Collaboration & Operational Excellence Collaborate closely with Product, Engineering, Support, and Sales teams to address customer needs and drive successful outcomes. Track customer commitments, open action items, and internal follow-ups through to completion. Contribute to the development of customer success playbooks, processes, and AI-supported workflows as the team continues to scale. Who You Are 3–5 years of experience in Customer Success or Technical Account Management within a B2B SaaS environment. Strong experience managing customer relationships, escalations, renewals, and onboarding initiatives independentl