Technical Support Account Manager Jobs

Excellent communication, presentation, problem solving, and management skills and the ability to translate business requirements into technological solutions.

Experience supporting customers in cloud operations (e.g., launch and capacity planning, product release management), technical support, escalation management, or IT consulting.

MBA or Master’s degree in a management, technical, or engineering field.

Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.

5 years of experience in a customer-facing role, interfacing with executive stakeholders, and leading customer technical implementations.

7 years of experience in customer-facing roles.

3 yrs leadership and people management skills experience, with the success in motivating and developing a high-performing team

Prepare and present reports, metrics, and analysis on technical support performance, trends, and customer feedback to senior management

5 years experience in a technical support role, with a track record of progressively increasing responsibilities

Allocate and optimize resources, including staffing, tools, and technologies, to meet service level targets and operational requirements

Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting complex technical issues

Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, internal teams, and stakeholders at all levels

Demonstrate expert knowledge of the nZero platform and product, QA tools, Jira, Confluence, and Microsoft Excel.

Bachelor's degree or 5+ years experience at a SaaS company

Strong organizational skills with the ability to adapt to rapidly shifting priorities and thrive in a fast paced, dynamic work environment.

Excellent written and oral communication skills. Able to convey sophisticated information in an efficient, easy-to-understand manner.

Own the technical onboarding process and ensure timely delivery of value to customers.

Educate the customer on their data sources and why each source of data is important in the customer's decarbonization journey.

Exceptional with organizational, project management, and time management skills

Support technical documentation and maintenance of our internal knowledge base for customer use cases and best practices

Deep understanding of accounting systems, accounting/controllership needs, and finance/accounting workflows

Bachelor's degree in computer science, engineering, business, finance or accounting

Excellent engineering, system design and technical specification writing skills

Excellent verbal and written communication skills as well as interpersonal skills

Provide timely feedback geared towards team member enhanced performance, teamwork technical skills and overall impact

3+ years of experience in managing a global technical team

Experience with client facing organizations. Should be familiar with customer success and customer support

Excellent team player with strong leadership skills

Member of a global team and proven experience in cross cultural environments

Must be detail oriented and have strong technical skills

Mentor other Technical Account Managers and User Operation agents, upleveling their technical and account management acumen.

3+ years of experience in a customer-facing technical role with senior stakeholders, driving customer technical implementation or transformation programs.

Experience with Salesforce, Jira, Okta, and Azure preferred.

Proven experience managing complex projects with close collaboration between Product, Engineering, and Customer Success to achieve customer outcomes.

Strong communication and interpersonal skills, with the ability to work cross-functionally and build relationships with customers and internal teams.

Experience working in a fast-paced, agile environment.

3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization

Escalate customer issues to management when appropriate.

Create knowledge base content to capture new learning for reuse throughout the company and user base.

Bachelor’s Degree or equivalent experience

Experience working with Windows Server Operating Systems

Knowledge of enterprise web technologies, security and cutting-edge infrastructures

Drive and manage communications and relationships with customers’ technical community with special focus on pre-RFQ activities

Min. 10 years experience in Automotive Industry and technical customer-facing role

Strong influencing, writing, and verbal communication skills

Grow, develop, and maintain successful customer relationships with OEM and Tier-1 customers within North America

Plan, develop and execute the OEM and Tier-1 long term customer acquisition strategy to profitably grow the business

Spearhead the process of identifying technological growth areas and white spots

Staying current on regulatory and card brand requirements and methods for ensuring timely compliance with the same.

Comprehensive benefits package, including health, dental, and vision insurance

Troubleshooting, diagnosing, and providing merchants with solutions to resolve problems with service, authorization, and credit card processing.

Working directly with Viking clients to program and maintain their access to the card networks through Viking’s gateway or third-party gateways

Paid time off and paid holidays

401(k) plan with company match

Business Planning Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)

Task Management Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required)

Provide timely feedback to the management team on customer trends, issues and needs

Analyze process flow and application of tools to identify and implement improvements that promote a painless customer experience.

Less than 2 years Reporting Experience ()

Business Strategy Knowledge of wireless and wireline business preferred (Preferred)

Ability to manage remote teams in different countries

High communication skills to manage customers' expectations in the field.

Offer direct technical support in customers' facilities worldwide.

Conceptualize and develop solutions based on project requirements and company standards using real-world testing and lab simulations.

Use the knowledge obtained from field support to suggest processes and product improvements.

Manage the technical support team to deliver calculations, drawings, diagrams, project specifications, and interpret customers' designs and drawings.

Strong background in technical client relationship management, technical consulting, and project management

Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams

Experience with EDR, MDR, SIEM and IDS/IPS systems

Experience with SaaS platforms and services, their adoption, integration and ongoing use

Experience with Gainsight is a plus

Strong people leadership skills with proven track record of winning

Communicate and update management on a regular basis

Develop and maintain intermediate level of product knowledge and sufficient proficiency of the systems to demonstrate its capabilities

Establish and manage new accounts utilizing our sales process from initial contact through PO

Work in tandem with our technical team to present solutions and benefits for that specific prospect and their industry

BA/BS in Engineering, Business, Economy, Technical Field, or equivalent successful experience

Sound knowledge of PC use and applications

Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.

Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.

Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.

Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

At least 5 years of technical support experience

Consolidated experience in troubleshooting Linux server-side applications

Knowledge and experience of project management techniques and tools

Create and maintain reasonable project plans and schedules to manage customer expectations (both service and content provider)

Hands-on knowledge of content-delivery standards such as MRSS, JSON, SFTP, etc.,

Hands-on knowledge of Internet technologies, including HTTP/S protocols and use of protocol analyzers

Strong problem solving and analytical skills, including qualitative and quantitative

Experience with OTT content operations

Outstanding task management skills across a varied set of responsibilities in a fast-paced, high-volume environment

Willingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging, and crisis management

Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for Entrata Products

Reinforce and build processes that improve customer and employee experience and balance the team’s workload.

3+ years of customer support experience in a SaaS organization

World-class customer service and communication skills, both verbal and written

You'll have previous experience in a similar role, working in a software / SaaS business.

It's a given you have a deep technical knowledge and capability and ideally you have worked in a SaaS business previously

You will have ownership of providing value and a seamless service while achieving operational efficiency and growth objectives.

Take care of the customers journey with us every step of the way, helping them to achieve their desired business outcomes.

Provide deep product expertise to clients and develop a deep understanding of their technical environment, product configurations and business processes.

Compile and analyze Customer Success metrics and KPIs and deliver customized business reviews.

Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.

Report to senior management in Support Services to provide insight into the current state of the customer relationship with assigned accounts.

Successful track record in Relationship Management and Account Management.

Educate and promote best practices for leveraging RA/Plex Support Services based on assigned customer s unique experiences and challenges.

3-5 years of experience using or supporting an ERP/MRP systems

Knowledge of RA/Plex solutions is not required but a big plus

Drive and manage communications and relationships with customers’ technical community with special focus on pre-RFQ activities

Min. 10 years experience in Automotive Industry and technical customer-facing role

Strong influencing, writing, and verbal communication skills

So, what will you be doing as a Technical Account Manager?

Grow, develop, and maintain successful customer relationships with OEM and Tier-1 customers within North America

Plan, develop and execute the OEM and Tier-1 long term customer acquisition strategy to profitably grow the business

5-year experience in an enterprise-level customer-facing role (e.g. Professional Services, Technical Account Management, Solutions Consultant, Sales, Customer Success).

2+ years experience with direct project management responsibility to oversee complex projects cross-functionally with internal and external stakeholders.

Strong organizational and time management skills

The Technical Account Manager (TAM) is a subject matter expert on our Skills products and dedicated to specific business accounts.

Promoting early adoption of new platform capabilities, ensuring our largest accounts are also our product champions.

Minimum 1-year experience as a subject-matter expert or onboarding capacity, primarily communicating through email and Zoom.