Technical Account Manager

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

📋 Description

• Serve as a reliable strategic technical advisor to clients.

• Enhance solution optimization and maximize the value of products and services.

• Ensure adherence to best practices and uniform service levels within customer settings.

• Oversee technical modifications, field change orders, reconfigurations, upgrades, and execution strategies.

• Supervise intricate service issues and support customer organizational goals.

• Track support interactions, champion customer requirements, and escalate complex technical issues.

• Provide weekly, monthly, and quarterly reports on KPIs and SLAs, including technical performance trends, code-level suggestions, and service requests.

• Collaborate across departments with Sales, Customer Success, and Support teams.

• Discover opportunities for new product utilization and effective coordination of internal technical resources.

• Conduct technical account assessments and recognize or create education, upsell, and cross-sell opportunities.

• Keep up-to-date with the functional and technical knowledge of assigned and upcoming product suites.

• Present intricate technical information and best practices to clients, employees, and stakeholders both virtually and in person.

• Guide and mentor junior members of the Customer Success team.

• Provide insights on client inquiries, industry trends, and market requirements to enhance products and processes.

• Travel to orientations, client meetings, industry or company events, and onsite meetings up to 25% of the time.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• Demonstrated experience in a technical client services role or a related field, preferably within a SaaS-based environment and/or in Fire, EMS, or healthcare sectors.

• Experience in implementing and supporting intricate technology solutions, preferably with involvement in larger projects or long-term initiatives.

• Capable of working independently in a highly collaborative and team-focused setting.

• Excellent verbal and written communication, presentation, and interpersonal skills.

• Strong time management abilities and adaptability to changing priorities in a fast-paced atmosphere.

• High attention to detail along with analytical, problem-solving, and critical thinking capabilities.

• Exceptional triage and technical troubleshooting expertise.

• Experience in coaching or mentoring junior team members.

• Ability to identify areas for enhancement and share best practices.

• Knowledge or direct industry experience in fire, emergency services, healthcare, or hospital settings.

• Strong technical skills and familiarity with account management tools and technologies, including web-conferencing platforms like MS Teams and join.me, as well as Salesforce.

• Understanding of the software development lifecycle and Scrum/agile methodologies is preferred.

• Ability to maintain confidentiality when dealing with proprietary and sensitive information.

• Willingness to travel based on customer and business requirements, up to 25%.

• Participation in E-Verify for employment eligibility verification.

🏝️ Benefits

• Annual base salary ranging from $75,000 to $95,000 USD.

• Bonus opportunities.

• Comprehensive benefits package.

• Employee perks.

• Contributions to community development.

• Fully remote work capability from anywhere in the US under the Remote Work Policy.

• Commitment to an equal opportunity workplace.

• Reasonable accommodations for applicants with disabilities.