Technical Account Manager

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

📋 Description

• Act as the primary point of contact for strategic customers to ensure prompt responses and resolution delivery.

• Optimize customer return on investment (ROI) on the Workiva Platform while maintaining high standards of security and compliance.

• Establish and nurture relationships with key stakeholders, serving as the main contact for support-related inquiries.

• Monitor and report on performance metrics in relation to service level agreements (SLAs), developing action plans when SLAs are not upheld.

• Organize regular conference calls and meetings with customers.

• Manage escalations and provide Root Cause Analysis for urgent cases.

• Represent customer interests internally with Sales, Services, Marketing, Product, and Engineering teams.

• Collaborate with Sales and Customer Success teams on renewals and revenue retention goals.

• Work alongside internal teams to promote adoption through onboarding, training, and support initiatives.

• Ensure the technical health of the platform through business reviews or consultations.

• Maintain an in-depth understanding and relevant certifications of the Workiva Platform.

⛳️ Requirements

• Generally requires a minimum of 6 years of relevant experience.

• Bachelor’s degree.

• Capability to obtain and sustain a Public Trust level of security clearance for all Federal clients.

• Preferred experience with systems such as Splunk, Jira, Confluence, AWS Services, and/or Zendesk.

• Preferred background in Technical Account Management or a similar role within a SaaS organization.

• Preferred experience with federal clients and awareness of government requirements.

• Preferred experience in Accounting, Finance, database support, or system/network administration.

• Experience collaborating with product management or product development in a software company.

• Intermediate to advanced knowledge of database technologies, including Microsoft SQL, Oracle SQL, PostgreSQL, and RedShift.

• Intermediate to advanced familiarity with programming interfaces and API technologies like RESTful API, SOAP, WSDL, and OpenAPI specifications.

• Basic understanding of XML/JSON and their structures.

• Proficiency in scripting languages such as Python, Java, Node.js, PowerShell, .BAT/Shell, and Perl.

• Reliable internet access while working remotely.

• Willingness to travel up to 10% of the time for team and customer meetings, as well as corporate events.

🏝️ Benefits

• A discretionary bonus that is typically awarded annually.

• Restricted Stock Units granted at the time of hire.

• 401(k) matching program.

• Comprehensive employee benefits package.

• Option for remote work from any location within the country of employment.

• Reasonable accommodations available for applicants with disabilities.