Technical Account Manager

Routeware, Inc.

2d

About The Position

This role works closely with the Customer Success team and is a named account resource. The Technical Account Manager is a technical advocate for the customer and may work closely with PDE (Product Development & Engineering) to engage and execute technical customer needs by helping drive the product roadmap to ensure customer satisfaction, value-added functionality & features, as well as a partnership with Customer Success. This is an essential position requiring a highly self-motivated individual contributor, with the ability to collaborate with various teams within Routeware, and the ability to drive processes and change to adhere to Routeware’s long-term strategic initiatives

Requirements

• A customer-centric mindset with a focus on delivering exceptional service.
• Deep Technical knowledge including the ability to understand data structure, pseudo code, and/or a mastery of data centric tools like Microsoft Excel.
• Strong relationship-building skills
• An excellent reputation as a reliable, customer-focused professional who can react quickly to problems while working in a fast-paced & dynamic environment
• Capable of effectively managing multiple projects, teams, time zones, etc.
• Ability to work at a strategic level while working on change management, process implementation, etc.
• Exceptional communication skills (both written and verbal)
• Process-oriented and highly organized with the ability to establish comprehensive execution plans.
• Problem solver with a solution-oriented mindset
• Ability to motivate teams and help drive a customer-focused and obsessed culture within the organization
• Ability to manage expectations and requirements of internal and external stakeholders while performing day-to-day

Responsibilities

• Provide product expertise to clients and develop a deep understanding of client’s business practices and operating environment.
• Monitor support request flow for assigned clients and aggregate common issues for broader resolution (i.e. product enhancements, training, etc.)
• Become intimately involved with clients’ configurations and architecture to assist with outcomes.
• Work closely with PDE (Product Development & Engineering) to identify features and functionality that are trending among Routeware customers that will provide more value to customers, as well as provide opportunities for revenue growth.
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
• Develop and understand the client’s technical environment, product configurations, and business processes.
• Liaise with engineering teams to resolve escalated technical issues where appropriate.
• Assist with challenging client requests or issue escalations as needed.
• Cultivate a strong culture of talent development.
• Instill a customer-first culture, focused on placing Routeware customers at the forefront of every business decision.
• Focus on scalability and a growth mindset with a detailed focus on providing exceptional service to Routeware customers.
• Understands Routeware technology, product offerings, and industries served.
• Fosters and promotes innovative thinking and collaboration across teams
• Mentors team and cross teammembers, helping them to develop skills and capabilities in support of their professional growth
• Leads and contributes to Account Management initiatives as needed
• Ability to travel up to 50%

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Summer Friday's

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees