Technical Account Manager

ImageTrend•Eagan, MN

1d•$75,000 - $95,000•Remote

About The Position

Under the direction of the Manager, Technical Account Management, the Technical Account Manager will proactively resolve our customers’ technical challenges, optimize their solutions and help them avoid issues before they happen by ensuring environmental stability for their sites. You’ll be a post-sales technical resource for clients and go-to contact during customer service events, providing best practices and simplifying technical concepts within the solutions. Our TAM team strives to exceed customer expectations and drive high levels of satisfaction through strategic technical recommendations and being value-added advisors. This team directly impacts the success of customers and our organization through their technical expertise, in-depth product knowledge, and ability to build strong relationships.

Requirements

Degree or equivalent combination of education and experience
Proven experience working in a technical client services or related position, preferably in a SaaS-based organization and/or Fire, EMS, or healthcare related industries
Experience implementing and supporting complex technology solutions, preferably with exposure to larger projects or long-term initiatives
Proven to be a proactive self-starter and work independently within a highly collaborative and team-oriented environment
Strong verbal and written communication, including presentation and interpersonal skills and the ability to influence others to achieve results
Strong time management skills, proven ability to succeed in a fast-paced environment and can quickly adjust to changing priorities
Strong attention to detail and analytical, problem-solving and critical thinking skills
Excellent triage, technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems
Experience coaching or mentoring junior team members to help skill development
Ability to identify areas for improvement and willingness to share best practices with others to help elevate and accelerate organizational results
Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals
Strong technical aptitude and experience with account management tools and technologies, such as web-conferencing (MS Teams, join.me), and Salesforce
Knowledge of the software development lifecycle and scrum/agile preferred
Ability to maintain discretion when handling proprietary and confidential information
Enthusiasm for learning and expanding knowledge or skills
Strong work ethic, integrity, honesty, collaboration and team orientation
Ability to travel based on customer and business needs and the location of customers, up to 25%
This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy.

Responsibilities

Act as a trusted and strategic technical advisor with customers to drive continued solution optimization and value of our products & services
Ensures best practices are adhered to within the customer's environment and delivers consistent service levels by exceeding customer expectations and avoiding customer escalations
Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to customer requests, field change orders (FCO), and reconfigurations, and is engaged on all upgrade and execution plans
Maintains awareness of all complex service matters and activities to support the clients’ organizational initiatives, including attending technical solutions implementation calls as available
Monitor support interactions, advocate for customer needs and proactively respond to and escalate issues cross-departmentally to help resolve complex technical customer concerns that surpass standard support capabilities
Report on weekly, monthly and quarterly KPI’s or SLA’s, which includes, and not limited to, technical performance trending, code-level review/recommendations, and a review of relevant service requests open within a customer's environment
Work cross-functionally with the assigned account team (Sales, Customer Success and Support) to find opportunities for new usage of company products and ensure effective coordination and use of internal technical resources
Perform technical account reviews and help identify and/or develop Education training add-on’s, upsell and cross-sell opportunities based upon customer environment technical observations
Maintain current functional and technical knowledge of an assigned product suite and future products or roadmap enhancements to help explain complex technical concepts and teach best practices to clients and team members
Present complex technical information in a group setting and share best practices for our solutions to clients, internal employees, and other stakeholders both virtually or in-person meetings and during the Annual Connect Conference and other industry tradeshows, conferences and events as required
Provide some mentorship and coaching to junior team members within Customer Success, fostering their professional growth and development, assisting them as assigned and maintaining concurrent workload
Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes
Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required, up to 25%
Additional duties as assigned