About the role
About OpenLoop OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.
About
the Role OpenLoop is looking for a Technical Account Manager to join our team remotely. In this role, you will serve as the strategic technical partner for a portfolio of healthcare and telehealth clients — owning the relationship from post-implementation through renewal and expansion. You will combine deep platform knowledge, proactive account management, and technical problem-solving to ensure partners and their patients experience seamless, reliable care delivery through OpenLoop's virtual care platform. This is not a reactive support role. You will own account health, drive platform adoption, lead business reviews, and represent client and patient needs internally — all while being the person partners trust to get things done.
What You'll Do Strategic Account Management Own the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalation. Lead quarterly business reviews (QBRs) — presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goals. Monitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surface. Drive platform adoption by identifying underutilized capabilities and translating them into tangible client value. Collaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunities. Translate complex client workflows and integration
requirements into structured, prioritized product feedback for Engineering and Product teams. Technical Support & Resolution Serve as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery — resolving independently within your technical competency and escalating to appropriate teams as required. Investigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention plan. Maintain clear, proactive communication on issue status and resolution timelines to build partner confidence. Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention. Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements. Maintain internal support documentation and assist with testing new features or workflows to surface risk before client impact. Partner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performance.
