ENVIRONMENT:
A leader in Customer Engagement Tech seeks a highly skilled Technical Account Manager to engage with the client from project initiation to the day-to-day communication and interaction, monitoring client applications on several SaaS platforms. This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The ideal candidate requires a positive attitude, strong communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment. You must also have a minimum of 2 years’ experience using a Case Management system (Salesforce and JIRA are preferred) including experience delivering customer service across a diverse portfolio of software products in a SaaS environment. You will also need email template troubleshooting and analysis (HTML, Perl, JavaScript) experience including internet email standards and technology - DMARC, DKIM, SPF, BIMI, TLS & a basic understanding of DNS and the role it provides in networking.
DUTIES:
The Technical Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.
Core Values -
- Customer First Client Services – The company is in the business of providing world class customer support. This not only includes timely responses and clear communication, but also proactive monitoring of day-to-day operational reports. If there is an issue, always make sure our clients hear it from us.
- Continuous Improvement- By keeping up with current technologies and best practices they can inform customers of coming changes as well as be ready for their questions.
- Integrity and Accountability - Take responsibility and maintain honesty and transparency in all interactions.
- Professionalism - Uphold a high standard of conduct and expertise in all communications.
Client Management -
- Manage overall client relationships, building strong rapport with clients and the client's team.
- Introduce initiatives and solutions that grow the client's revenue and profit.
- Provide governance for contract adherence.
- Set expectations and deliver results accordingly.
- Instill strong business ethics and sense of urgency in a multi-client business environment.
- Work collaboratively across all departments through teamwork and mutual respect.
- Monitor implementation of projects through closure and ensure client receives appropriate communications in a timely fashion.
- Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction.
Strategic Responsibilities -
- Work closely with clients and peers to understand and anticipate their needs.
- Think through and solve complex problems; proactively provide mitigation for future problems.
- Understand and interpret market research, analysis, write papers and data to provide insights to clients to effect positive business changes.
- Stay informed of current industry best practices, working with clients and internal cross-functional teams to apply best practices where appropriate.
Tactical Responsibilities -
- Interpret and understand KPls, contracts, and SLAs.
- Demonstrate innovative thinking and strong problem-solving skills.
- Serve as client advocate within the company as well as company advocate to client.
REQUIREMENTS:
- Minimum of 2 years' experience using a Case Management system (Salesforce and JIRA are preferred).
- Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment.
- Strong demonstrated oversight for handling complex client issues.
- Background with Continuous Improvement and Project Management is recommended.
- Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook.
- Basic understanding of web application functionality and using SaaS hosted software.
- Competent ability to manage multiple tasks in a Change Management workflow interacting with multiple ticketing systems.
- Application administrator, user management, reports and configuration.
- Email template troubleshooting and analysis (HTML, Perl, JavaScript).
- Internet Email standards and technology - Experience with DMARC, DKIM, SPF, BIMI, TLS.
- Basic understanding of DNS and the role it provides in networking.
- Familiarity with software revision control - GIT, Subversion - updating files, create merge requests for project changes.
- Some Unix administration experience using bash command line to access manage and modify files.