About our client: Our client is a performance and engagement solution that leverages employee and customer data to blend real-time performance management with personalized microlearning and advanced gamification. Their platform seamlessly integrates with all major enterprise systems and is deployed by some of the world’s leading organizations. They are a hard-working, fast-moving, growing company that has an encouraging, inclusive culture that makes for an enjoyable place to work.
Responsibilities:
- Principal technical advisor and advocate for portfolio of 8-10 Enterprise accounts across implementation, integration, and long-term technical continuity, helping customers to enable their organization’s digital adoption
- Ownership of customer technical implementation and administrator training on the platform
- As an integral part of the Customer Success team, establish a deep knowledge of their business, organization, and data to help empower them to realize the full value of the platform
- Product expert and escalation point for internal delivery teams and customers to manage and facilitate a resolution for technical incidents and issues
- Actively update customers on the technical evolution of the product, platform and security
- Collaborate with Customer Success Manager, Sales, Marketing, Product, and the Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all the available resources to drive customer success.
- Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs
- Support monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement
Requirements:
- 3-5+ years of Technical Account Manager experience leading the technical implementations and support for a large portfolio of Fortune 1000 clients at a software company [SaaS model] or management consultancy [Bain, Deloitte, McKinsey].
- Deep quantitative and database analysis skills, with proven business insight and judgment.
- Excellent time management and both written and oral communication skills
- Proactive problem solver with high attention to detail and strong sense of personal accountability
- Ability to rapidly develop and deliver creative business solutions for complex business problems
- Experience implementing and supporting SaaS platform solutions is preferred
- Experience with IT product development and support standards and network communication protocols is preferred
- Experience using a variety of customer and commercial management tools and technologies to support customer engagement and data management (e.g. Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries, REST APIs). SQL experience key
- Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member
- Thrives working within a globally dispersed, multilingual team
- Ability and willingness to travel up to 20% of your time
- BA or BS required.
- High Level of English and Spanish
Benefits: You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future. They offer a competitive compensation package, which includes: comprehensive health, dental and vision insurance, life insurance, generous PTO, happy hours, parties, and events to insert joy into the workflow, and most importantly, great people, growing market and a real opportunity for success. Role is hybrid office/work from home.
Compensation: $100,000-$120,000 + employee benefits/perks. The determination of what a specific employee in this job classification is paid depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.