Associate Technical Account Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as a technical advisor for larger or strategic clients.

• Collaborate with Customer Success Managers to address the technical requirements of assigned accounts.

• Stay aligned with customer business objectives to enhance technical health and maximize the benefits derived from ActivTrak.

• Oversee the support ticket queue for designated accounts.

• Comprehend customer situations and lead cross-functional efforts in troubleshooting and providing tailored solutions.

• Communicate customer feedback and trends to facilitate product enhancements.

• Generate and track engineering tickets for high-severity or complex issues.

• Deliver impact analysis, advocate for customers, ensure accountability, and monitor progress towards resolution.

• Maintain clear and frequent communication throughout the support process.

• Organize and conduct customer calls when necessary.

• Prepare and deliver Health and Configuration Checks.

• Work alongside Sales and Success teams throughout the customer journey.

• Review account configurations and data, share best practices, and pinpoint actionable recommendations.

• Offer technical assistance for unassigned accounts that require proactive mitigation.

⛳️ Requirements

• 2–3 years of experience in customer-facing technical support roles, including Technical Account Management, Technology Consulting, Solutions Architecture, Cloud Computing, System Management, or Technical Support Engineering.

• Advanced troubleshooting skills with web applications and both Windows and macOS operating systems.

• Proficiency in SQL and Python scripting.

• Knowledge of networking concepts including routing, firewalls, proxies, and cloud security applications.

• Familiarity with system and policy management tools such as GPO.

• Understanding of cloud services, including Azure AD, Intune, and BigQuery.

• Knowledge of BI tools such as Power BI, Tableau, and Google Looker Studio.

• Outstanding communication and presentation abilities, with the capacity to engage and influence at all organizational levels.

• Capability to convey complex technical ideas in business-friendly language.

• Ability to confidently navigate unexpected shifts in discussions while remaining focused on objectives.

• Skill in aligning business requirements with technical features and conveying customer needs to internal stakeholders.

• Experience in leading cross-functional teams to address or resolve customer needs or projects.

🏝️ Benefits

• Position is remote within the US.

• Minimal travel required.

• Limited physical demands associated with the role.

• Equal opportunity and inclusive workplace culture.