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Technical Account Manager
IgnitionOne
Atlanta, GA, United States
Job Details - this job has expired, please see similar jobs below
The Role:
You are a Technical Account Manager. You are responsible for managing all technical considerations of a customer’s lifecycle including onboarding, maintenance, and off-boarding. You believe in deriving clarity and order from complexity and chaos.
Core Responsibilities:
• Work directly with customers to monitor, identify, and address technical concerns and requests.
• Provide customer-focused consultative approach to technical support by validating, troubleshooting, documenting (and as applicable, escalating) technical issues to product/engineering
• Develop and maintain strong relationships with customers by applying superb customer service and technical skills.
• Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating with them in the manner most appropriate
• Use excellent judgment in when and how to communicate with customer for maximum effectiveness and customer satisfaction
• Advocate, track, and report-on customer product needs and issues to product team. Provide updates and resolutions to Account/Managed service team(s) and directly to customer, when appropriate.
• Serve customer(s) and internal team(s) as a trusted advisor in the platform and individual products
• Document customer software and technical issues as Knowledge base articles as appropriate
• Develop product expertise in order to share knowledge with internal teams and customers by contributing to training resources and best practices
• Work alongside Implementation Lead to configure account settings for new customers and products/services added
• Author and own detailed documentation of customer account configuration
• Build strong cross-functional working relationships with account, managed service, and product/engineering teams
Qualifications:
• A professional. You are highly responsive and professional in your communication with customers and colleagues.
• A Problem Solver. You geek-out on brainteasers and puzzles. You leave no stone unturned.
• A Team Player. You are able to work autonomously but love working within a team environment. You were born to be collaborative and a self-starter.
• Detail Oriented. Nothing gets overlooked when it comes to you. You have excellent project management skills and have experience in prioritizing/working-on multiple projects simultaneously.
• An Excellent Communicator. You know what to say and more importantly, how to say it. Must have the ability to empathize with customers and convey confidence. You are able to explain highly technical issues to a non-technical audience, including business stakeholders.
• Technically Savvy with SQL scripting, HTML, and JavaScript preferred.
• Employee must be able to perform work during the core working hours for the role, and may be asked to work different and/or additional hours based on critical customer and/or application events.