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Technical Account Manager
Remote
Fulltime
Moderate
Data Science
Data Engineering
DevOps & Site Reliability
Security Engineering
Price Transparency
Member Support
What is Rima
We believe healthcare should prevent disease, not just treat it.
Rima's mission is to improve population health by enabling insurance plan creators - brokers, TPAs, and self-insured employers - to close coverage gaps and shift economics from treatment toward prevention, while increasing the patient’s agency. This is both a moral imperative and a business opportunity.
Rima is building the operating system for self-insured health plans, enabling brokers to evolve into plan creators. We envision a system where creators can tune the economics, plan designs, and member experiences of their plan to the deepest needs of their population in real time.
We’re a small, fast-moving team based in NYC and New Orleans. We are all in.
Be the Rima technical account manager for a key health plan customer. You will own fundamental account management, technical delivery and problem-solving under time pressure, including defining requirements for integrations, normalizing partner payloads to our canonical models, and driving operational improvements.
NYC-based. In-office 6-12 days per month at our partner’s office in Long Island. Remote flexibility for focused delivery work.
Minimum Qualifications
You drive delivery. You’ve defined and driven mission-critical technical work that people rely on.
Technical depth.
JSON familiarity
High level of Excel proficiency
Familiar with REST API endpoints
Ability to debug data flows end-to-end
Light SQL familiarity
Systems thinking. You understand contracts, boundaries, failure modes, and cost/performance trade-offs.
Customer communication. You easily translate technical concepts for non-technical stakeholders and earn trust under pressure. You can communicate the value of abstract solutions.
Ownership. You own the whole loop: diagnose → coordinate and communicate fixes → test → coordinate rollout → document.
Problem-solving under pressure. You've debugged incidents in real-time with customers and delivered fixes/workarounds quickly.
Bias for action. You prefer shipping incremental improvements over waiting for perfect solutions.
Nice to have
Domain experience in employee health benefits, payroll, or HR tech.
Experience with payroll systems (ADP, Paychex, iSolved, Prism, etc.) or HRIS platforms.
Knowledge of benefits administration, insurance brokerages, and TPAs.
Experience building or maintaining integrations (webhooks, batch files, ETL pipelines, schema drift management).
Security/compliance mindset: PII minimization, least privilege, auditability, HIPAA/SOC2 considerations.
Familiarity with event-driven architectures or schema registries is a plus, but not required.
Background in consulting, solutions engineering, or forward-deployed roles.
What you'll do
Customer Problem-Solving
Act as the technical voice in customer meetings, translating Rima's capabilities and trade-offs.
Diagnose payroll integration failures (eligibility files, deduction feeds, EDI errors) and coordinate fixes with development team.
Investigate data quality issues (missing fields, malformed payloads, schema drift) and trace root causes across systems.
Run technical discovery sessions with customers to scope integrations, identify blockers, and design implementation plans.
Own incident resolution end-to-end: triage → diagnosis → coordinate fix → communication → postmortem.
Build customer trust by delivering under pressure and communicating clearly throughout.
Escalate systemic issues to engineering with crisp repro steps, data samples, and proposed fixes.
Account Ownership
Own the customer operating cadence: weekly check-ins, implementation standups, and monthly/quarterly business reviews.
Maintain a clear success plan: goals, milestones, risks, and owners, with written recap after key meetings.
Drive adoption: identify onboarding gaps, unblock stakeholders, and ensure the customer is using the product as intended.
Coordinate renewals and expansion support: track satisfaction signals, surface ROI stories, and partner with the commercial owner on renewal readiness.
Stakeholder + Escalation Management
Manage technical and executive stakeholders with clear communication and expectation-setting.
Run escalation management: set severity, timeline, and a communication plan, and confirm resolution criteria with the customer.
Translate customer feedback into structured product input: prioritize issues, write crisp problem statements, and ensure follow-through.
Internal Systems
Normalize messy partner payloads to Rima's canonical models, and coordinate versioning, adapters, and deprecation paths with engineering.
Configure and test sandbox environments for payroll partners, validate data flows before production cutover.
Write runbooks, postmortems, and integration guides to scale the team's effectiveness.
Build internal tooling (Excel tools and templates, lightweight scripts, and alerts) to reduce manual work and catch issues earlier. More complex dashboards should be defined and developed internally by the core product and engineering team.
Close feedback loops with engineering: surface customer pain points, propose product improvements, and validate fixes.
How we work
Cross-functional collaboration. You work directly with engineering, product, and sales to deliver customer outcomes.
High ownership. You own customer success end-to-end, no hand-offs or "not my problem."
Direct customer contact. You are the technical face of Rima for key customers; you run discovery, solution architecting, and debug sessions.
Crisp communication. You write short design docs, clear postmortems, and actionable bug reports.
Fast iteration. We ship incrementally, learn from customers, and improve rapidly.
Results over process. We care about what gets shipped and how well it works, not how many meetings you attended.
Why work at Rima
Real impact, fast. You'll own high-impact implementations and integrations that go live with real customers within weeks, not quarters.
Technical ownership. You own problems end-to-end. No hand-offs, no bureaucracy, just you, the problem, and the authority to fix it.
Build the category. Preventive care plans are an emerging space. You'll help define how this infrastructure gets built and scaled.
Work with excellent people. Small team, high trust, direct communication. We care about results, not politics.
Learn rapidly. You'll touch the full stack: payroll systems, benefits administration, integrations, data pipelines, customer operations, and product strategy.
Competitive Comp and Benefits. Base salary range $100,000-$120,000, with opportunity for higher total comp package.
Apply here
Fill out the form below to be considered for the position. For any further questions, please reach out to [email protected]