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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing and developing technical customer success teams while providing hands-on guidance in SQL, API integrations, and healthcare standards. Capable of leading complex escalations and fostering a culture of continuous improvement and collaboration.
Highest-signal resume keywords
Technical Customer Success ManagementSQL Query Writing and TroubleshootingAPI-Based Integrations (JSON, XML, YAML)Healthcare Integration Standards (FHIR, HL7)People Management and Coaching
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLAPI IntegrationsJSONXMLYAMLHealthcare Integration StandardsRoot-Cause AnalysisTechnical TroubleshootingDocumentationMetrics Tracking
Soft Skills
CoachingCommunicationCollaborationProblem-SolvingAccountability
Industry Keywords
Technical Customer SuccessSolutions EngineeringHealthcare SaaSPrior AuthorizationMedication AccessPharmacy Operations
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Manage, coach, and develop the six-person Intake Authorization Technical Customer Success team
- Carry a customer portfolio and provide hands-on technical guidance
- Establish standards for technical quality, customer communication, ownership, and responsiveness
- Guide investigations involving SQL, customer data, APIs, healthcare integrations, configurations, and product behavior
- Lead the technical response to complex or high-impact customer escalations
- Manage team capacity, prioritization, and customer coverage as the team grows
- Improve team triage, investigation, documentation, and escalation processes
- Convert recurring customer challenges into documentation, tooling, automation, training, or product improvements
- Partner with Account Management, Product, Engineering, Support, and Implementation
- Define and track metrics for resolution speed, escalation trends, technical quality, capacity, and team effectiveness
- Build a culture of learning, accountability, collaboration, and continuous improvement
Requirements
What you’ll need- 6+ years of experience in technical customer success, solutions engineering, technical support, integrations, or a related customer-facing technical role
- 2+ years of direct people-management or formal team-lead experience
- Experience coaching technical professionals while remaining hands-on with customers
- Highly proficient in writing and troubleshooting complex SQL queries
- Experience building, configuring, and troubleshooting API-based integrations using JSON, XML, or YAML
- Hands-on experience with healthcare integration standards such as FHIR or HL7
- Comfortable reading and troubleshooting code
- Structured root-cause analysis and sound judgment
- Experience leading complex customer escalations involving multiple internal teams
- Ability to explain technical issues clearly to customers, executives, and nontechnical partners
- Ability to balance customer work, people leadership, and operational responsibilities
- Experience with prior authorization, medication access, pharmacy operations, or healthcare SaaS strongly preferred
Benefits
Comp & perks- Flexible Hybrid Work Environment
- Full medical, dental, and vision insurance for you and participation for your family
- 401(k) with Company Match — Plenful matches 50% of your first 3% contributed
- Equity for every full-time employee
- Unlimited PTO
- Daily Lunch Stipend — $100/week
- Wellness Stipend — $100/month
- Commuter Benefits — $100/month for SF and NYC-based employees
- Paid Parental Leave
- Opportunities for Growth
- Mission-Driven, World-Class Team