A Technical Account Manager with experience interacting with customers, knowledge of technology, and can empathize with the trials and tribulations of being a developer. As the account manager, you are the bridge between the technology team and the user, walking the tightrope between customer satisfaction and developer ability. The role requires someone who can walk gingerly between development, product, marketing, and leadership from some of our largest clients. Youll serve as the product expert, guiding clients user experience and, ultimately, client satisfaction through their implementation of products.
Our Technical Account Manager must have a strong penchant for technical aptitude along with personality strengths in self-starting and being a proactive instigator. A proven track record of creating and maintaining deep, lasting relationships with customers is a must as youll be dealing with understanding technical and complex issues while creating excitement and loyalty with customers.
The Task-at-Hand:
Become an expert in products - with a heavy focus on the technical aspect of the product
Interface with customers in final stages of contracting with sales to gather, collect, and document technical, product, and contract requirements regarding the customers purchase(s) of products
Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
Partner with the Engineering and Development teams to resolve customer issues
Write documentation, knowledge-based articles, and tutorials to improve the customer experience of features
Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
Contribute to the development of our implementation and support policies and procedures
Requirements: 3+ years of technical client-facing experience with specific focus in digital marketing solutions (mobile, web analytics, optimization, email); combined with SaaS product environment
Familiarity with e-commerce specific terms and configuration is preferred
Comfortable with iOS and Android mobile platforms and their development tools
Able to read code and write code (especially JavaScript, HTML, CSS, - a must, Java - a plus)
BS in Computer Science or equivalent experience
Business fluency in English
Excellent time management and strong organization skills
Ability to maintain poise under stress, especially when resolving
Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment
Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
Must thrive at working in a fast-paced environment
Ability to work in a team environment while working independently
This position is open to all candidates.
