Staff Technical Solutions Account Manager
About The Position
The R&D Department is made up of different disciplines including software and database engineers, quality, technical implementation. R&D designs and develops requested product features, fixes bugs within our platform, provides technical analysis and estimation, ensures successful integration installations, manages and monitors the health of our platform, and develops automation and tooling for efficient and reliable software development processes. R&D works cross-functionally with many other departments in the organization as a team to fulfill Findhelp’s mission of connecting all people in need and the programs that serve them with dignity and ease. The Staff Technical Solutions Account Manager plays a pivotal role for our rapidly expanding base of customers and partners that supports people in need across the US. We need someone to drive and champion customer success by providing technical solutioning, superb customer and partner support, and project management and implementation of our technical capabilities while acting as an internal technical subject matter expert and cross-functional team liaison. In addition to delivering our technical solutions, this person needs to be skilled in customer service and passionate about the world of social care.
Requirements
- Expert at tailoring communication (presentation, verbal, or written) to audience (internal, partner, and technical teams).
- Ability to move fluidly between technical and business worlds.
- Experience leading escalated customer or partner situations and directing towards a positive outcome.
- Technically adept, troubleshooting problems to determine root issue and identify resolutions.
- Ability to learn new technologies quickly, using time efficiently.
- Ability to write and run basic or moderately complex SQL queries for data exploration.
- Demonstrated experience working with code, databases, integrations (APIs, Webhooks, etc.), SQL, JIRA, Python, Javascript, and/or Google Cloud.
- Willingness to jump into a problem and tackle it head on.
- Willingness to help others.
- Strong analytical, communication, planning, and project management skills.
- Ability to research unknown topics.
- Proactive self-starter and take ownership over accounts and projects to drive them to resolution, needing minimal direction.
- Ability to manage a broad scope of work expertly.
- 5+ years experience in account management, technical customer support, customer success, or partnerships.
- Experienced working with teams of all levels, from analysts and application owners through executive leadership.
Nice To Haves
- Passionate about the world of social care.
Responsibilities
- Develop and maintain strong customer and partner relationships through communication, relationship building, and technical mastery.
- Guide successful technical implementations through scoping, planning, and execution of platform capabilities in alignment with customers’ business goals and drivers.
- Drive system adoption by acting as a project manager, problem solver, and partner champion to implement technical solutions with partners.
- Position customers for long term success through ongoing partnership and technical account management; deeply understand workflows, document, advocate, and solution to meet and exceed evolving customer needs.
- Serve as an expert in areas such as integrations, eligibility, or other technical areas of the product, providing responsive issue investigation and resolution.
- Diagnose technical issues and identify solutions to ensure successful implementations and ongoing platform success.
- Standardize best practices for workflows that solve technical or otherwise complex challenges for customers and partners; advocate externally and internally for implementation of these practices.
- Serve as an internal and external stakeholder for new and impactful technical projects that enable easy access to social care for those who need it.
- Guide vendor partners to scope, develop, and implement new integrations or other technically complex product features.
- Identify ways to improve the software and integration offerings, and work with Product and Engineering to prioritize, develop, and implement enhancements.
Benefits
- 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
