Technical Account Manager
About The Position
Technical Account Managers work with all of our customers, including our largest, most complex customer implementations. They work closely with Product in the design and implementation of Trunk Tool’s products, which improve productivity for the deskless workforce across their organization. Technical Account Managers oversee the entirety of the project including identifying project resources, tracking progress against success metrics, managing delivery risks, and keeping stakeholders informed. As a Technical Account Manager you are responsible for project success and will drive the high-level strategy that enables our customers to have a smooth transition to Trunk Tools’ products. Technical Account Managers are customer-centric, master influencers, and technologically fluent. They know how to get the right people and resources in the room to deliver. In addition to impacting customers through project oversight, we are looking for a strategic thinker who is interested in improving processes and pursuing initiatives to help our team continually grow and provide the best services to customers. This position reports directly to the Manager, Implementation.
Requirements
- 5+ years as a customer facing implementation manager, project manager, technical program manager, or management consultant.
- You have experience running complex projects with multiple enterprise clients in excess of $200,000 ARR per logo.
- You are a persuasive, results driven customer influencer with outstanding interpersonal skills.
- You’re an exceptional verbal and written communicator.
- You are able to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
- You are a team player who can work effectively in teams of technical and non-technical individuals. You are skilled at collaborating with diverse teams.
- You can learn and drive outcomes with minimal supervision.
- You have a bias towards action, and gravitate towards environments where you have outsized influence on the success of outcomes for customers and colleagues
- You have a strong sense of empathy and a desire to improve the lives of those who work in the built world.
- You are fascinated by technology, artificial intelligence, and the impact these things have on the world we live in.
- Must be located in a US time zone (and within the continental United States).
Nice To Haves
- Experience with construction/real estate technology desired but not required
Responsibilities
- Manage a portfolio of multiple projects at a time. This includes overseeing project deliverables and proactively identifying risks.
- Serve as the primary project escalation point of contact.
- Ensure alignment across all teams, internal and external.
- Build, maintain, and track project timelines in order to deliver on-time.
- Collaborate with Sales, Product, and Ops to ensure a smooth and successful customer experience from kick-off to go-live.
- Contribute to our scale efforts by establishing and improving our implementation management and delivery operations processes and contributing to best practices.
- Directly contribute to the creation of additional internal and external collateral across topics such as (but not limited to) product education, technical specifications/limitations.
- Provide consistent feedback to Sales and Product to constantly optimize hand-offs, onboarding, training, and customer stabilization.
- Maintain Implementation KPIs/other data sources to ensure maximum clarity around client health/deliverables.
- Provide post go-live support to include recurring check in’s, usage analysis, and contribute to client renewal conversations.
- Enhance the company’s outreach by coordinating/participating in activities such as webinars, conferences, and other opportunities.
- Work with the Manager, Implementation to continue to level up Standard Operating Procedures, optimize data gathering, and amplify the Voice of the Customer to internal stakeholders.
- Perform Client onsites for successful onboarding (up to 50% travel)
Benefits
- A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters
- Competitive salary and stock option equity packages
- 4 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!
- Learning & Growth stipend
- Flexible long-term work options (remote and hybrid)
- Free lunch provided in the office in NYC & Austin
- Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation
- IRL / In-Person retreats throughout the year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
