Overview of job function:
We are looking for a qualified technical account manager to oversee and address our customers’ technical needsYou will provide accurate technical service before and after the point of sale, ensuring customer satisfactionAs a technical account manager, you should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audienceYou should also be results-driven and aspire to achieve specific goalsUltimately, you should be able to provide technical, product and business knowledge to support sales process and strengthen customer relationships.
Principal duties and essential responsibilities:
Provide technical support for customers to support pre-sales and post-sales processes
Provide internal teams with customers’ feedback to help identify potential new features or products
Provide consistent and timely support for technical questions pertaining to new, on-going, and live deployments.
Address all product-related queries in a timely manner
Train customers on use of products effectively
Report and submit issues on product performance
Identify solutions to reduce support costs
Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
Liaise with the sales department to win new business and increase sales
Lead technical information gathering efforts and assist pre-sales/launch/implementation with new deployments.
Minimum requirements:
Bachelor’s degree in computer science or equivalent work experience
Minimum of 3 years’ experience working in customer-facing technical support role
Working knowledge in two or more of the following areas: javascript, sql, rest api, web based and/or cloud based technologies
Software-as-a-service [saas] experience translating customer needs into technical solutions that meet their strategic goals
Proven track record of resolving client technical issues in a timely manner
Critical thinker with advanced problem-solving skills
An ability to grasp customers’ needs and suggest timely solutions
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, ofac, ss verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
