Technical Account Manager
Workiva Inc.•Remote - IA, IA
•$106,000 - $185,000•Remote
About The Position
Workiva’s Technical Account Managers (TAMs) are a critical part of our customer-facing team, serving both federal and enterprise accounts. The TAM acts as the primary point of contact and strategic advisor for high-profile customers, managing all aspects of product support for the customer from issue resolution to proactive planning, guidance and prevention. This role blends account management strategies with technical advanced support skills in order to act as a trusted advisor for our customers by navigating complex customer needs, delivering exceptional support, and driving platform adoption.
Requirements
- Minimum of 6 years of related experience
- Bachelor’s degree
- Intermediate to advanced experience with one or more of the following technologies required: Database technologies, e.g.: Microsoft SQL, Oracle SQL, PostgreSQL, RedShift; Programming interfaces and API technologies e.g.: Restful API, SOAP, WSDL and OpenAPI spec; Basic understanding of XML/JSON and their structures - script languages e.g.: Python, Java, Node .js, PowerShell, .BAT/Shell, Perl
Nice To Haves
- Ability to obtain and maintain a Public Trust level of security clearance for all Federal customers
- Experience with systems like Splunk, Jira, Confluence, AWS Services, and/or Zendesk preferred
- Experience in a Technical Account Management or similar role in a SaaS company preferred
- Experience with federal customers and knowledge of government requirements preferred
- Experience in Accounting, Finance, database support or system/network administration preferred
- Experience working with product management or product development in a software company
Responsibilities
- Serve as the main liaison for strategic customers to ensure timely response and resolution delivery
- Maximize and enable our customers' ROI on the Workiva Platform while ensuring the highest levels of security and compliance, particularly for federal clients and those requiring confidentiality of their data
- Build strong relationships with key stakeholders, including executives, servicing as the main contact for all support related issues
- Manage and report on performance against service level agreements (SLAs), creating action plans when SLAs are not being met
- Facilitate regular customer conference calls and meetings to ensure continuous information flow and timely updates
- Oversee escalations and deliver Root Cause Analysis for high priority cases
- Advocate for customers internally by providing feedback to various Workiva teams included, but not limited to, Sales, Services, Marketing, Product, and Engineering
- Work with Sales and Customer Success as needed to aid in upcoming renewals and achieve revenue retention targets
- Collaborate with internal teams to drive adoption through effective onboarding, training, and support
- Ensure technical health of the platform through business reviews or consultations
- Maintain comprehensive knowledge and certifications of the Workiva Platform to meet the evolving needs of customers
Benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match and comprehensive employee benefits package
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Senior
