Enterprise Technical Account Manager

Convertr • Greenwood Village, CO

4d • Remote

About The Position

As a Technical Account Manager, you serve as a product expert of the Customer Success team. Your role involves working across our Support and Services teams to deliver value to our customer base. You will serve as a trusted advisor to our customer base to drive maximum value and adoption of our platform. You will also be an internal escalation point that sits between our Sales, Engineering and wider Customer success team, leveraging your technical expertise and interpersonal skills to build strong relationships and provide internal and external guidance to drive customer success.

Requirements

• 3+ years of experience in Technical Account Management, Customer Success, or similar role in a fast-paced environment
• Knowledge and understanding of API documentation and usage
• Experience with CRMs such as Salesforce, Marketo, Hubspot
• Experience with customer service software (Zendesk or similar)

Nice To Haves

• Experience with basic SQL queries desirable but not required
• Educated to degree level preferred but not essential
• Have a high level of intellectual curiosity and the ability to constantly learn
• Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement changes
• Self-driven and proactive nature – a bias for speed and action
• Strong listening and verbal communication skills: you will need to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
• Ability to manage conflicting priorities and thrive in a fast-paced environment
• Highly organised, collaborative and detail oriented
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement

Responsibilities

• Onboarding and Training: You will be at the forefront of our customer onboarding experience, providing insights and guidance on best practices as well as assisting with training and development of both new and existing customers.
• Incident Escalation: You will work alongside our Support and Engineering teams as second-line support, using your deep understanding of our products and features to provide effective solutions and communicate complex issues for escalation.
• Technical POC: helping build new workflows and working directly with customers to understand use cases and leverage our platform for bespoke, automated workflows.
• Services and QA: As part of the Services team, you will be responsible for overseeing and managing customer portfolios, including optimisation and QA of platform activity. As an advocate for the customer, you will also manage feedback, pain points and requests with our Product team.

Benefits

• 25 days holiday plus an extra day for your birthday!
• Career development opportunities
• Employee Assistance Programme - Free 24/7 wellbeing support for all our team
• Flexible remote working
• Team Socials - Regular team parties and social events
• Choose your own remote working kit
• Generous company healthcare & access to 401k plans
• Additional health benefits including One medical (On demand primary care), Health advocate (Experts to navigate care), Talkspace (Virtual mental health support), Kindbody (Family building care) and Teladoc (Virtual care)
• Life insurance, HSA and FSA plans available

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree