About Vocantas

Vocantas provides workforce engagement and communication solutions designed specifically for healthcare organizations. Its platform helps healthcare providers improve staff communication, automate scheduling and outreach workflows, and increase operational efficiency in environments where responsiveness and reliability are critical. Vocantas supports healthcare organizations across North America in streamlining their processes and improving the 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.

The Opportunity

Vocantas is looking for a Technical Account Manager to become the main go-to person for a portfolio of healthcare customers. This role combines account ownership, hands-on technical support, and customer success: you’ll manage day-to-day customer relationships, handle Level 1 and Level 2 support needs, and coordinate with internal teams when more advanced issues require escalation.

You’ll also have an opportunity to improve how the team operates by spotting gaps, suggesting practical solutions, and helping build stronger customer success processes as the organization evolves.

Location: United States (remote)

The salary for this role is $60,000-75,000 USD per year, plus an annual bonus opportunity. Final compensation will be determined based on experience, skills, and qualifications.

What You’ll Own

Account & Customer Relationship Management

• Serve as the primary point of contact for customers in your portfolio throughout the full customer lifecycle.
• Build strong customer relationships through proactive communication, regular engagement, and a clear understanding of each customer’s needs.
• Lead structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future priorities.
• Track customer commitments, open action items, and internal follow-ups through to completion.

Technical Support & Escalation Management

• Act as the first point of contact when customers in your portfolio experience an issue or need assistance.
• Own and resolve Level 1 and Level 2 support tickets, including initial troubleshooting and investigation.
• Escalate more complex technical issues to the appropriate Support, Product, or Engineering teams, providing the context needed to move the issue toward resolution.
• Manage customer escalations and sensitive situations with clear communication and consistent follow-through.

Customer Success & Continuous Improvement

• Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support.
• Identify at-risk accounts early through customer feedback, usage trends, and engagement patterns, and proactively drive recovery plans.
• Look for gaps, inefficient processes, or recurring customer issues and bring forward practical solutions to improve how the team works.
• Collaborate closely with Product, Engineering, Support, and Sales to address customer needs and improve the overall customer experience.
• Contribute to the development of customer success processes, playbooks, and AI-supported workflows.

What We’re Looking For

• 3–5 years of experience in Technical Account Management, Customer Succe