Openforce · 2 days ago

Technical Account Manager

United States

Full-time

Remote

Entry, Mid Level

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Responsibilities

Serve as the lead point of contact for complex requests, for all levels of clients, and completing special projects that enhance the Client Experience

Communicate effectively with clients, including strong executive presence, de-escalation, and relationship management skills; develop and maintain a trusted advisor relationship with client stakeholders, executive sponsors, and all other users of our system

Inquisitively ask probing questions, restating to ensure understanding, and explaining product features and value to ensure maximum functionality of the system to meet client business needs

Ensure the timely and successful delivery of our solutions, according to customer needs, and objectives with a white-glove customer service mindset

Support clients with system update/change requests; partner internally to ensure completion of requests, and manage internal communication tools by creating and managing Jira tickets, providing timely updates to the client, and seeing the task to completion

Demonstrate expertise by resolving complaints, preventing client escalations, and preventing compounding issues

Supports internal User Acceptance Testing (UAT) Efforts

Proactively supports the Tier 2 Client Services team with tasks as needed

Update and maintain Knowledge Base articles and client profiles

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS ExperienceSoftware Product ManagementAtlassian (Confluence & Jira)SalesforceMonday.comMS OfficeData AnalysisTechnical TroubleshootingLight System TrainingFile ManagementTranscription

Required

Bachelor's degree or equivalent relevant experience

Prior experience and knowledge with supporting SaaS clients as well as working with Software Product Management and Engineering teams

Comfortable using collaboration and CRM tools such as Atlassian (Confluence & Jira), Salesforce, Monday.com, and other such programs

Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint, Teams)

Knowledge of file management, transcription, and other administrative procedures

Effectively communicate using varying methods, i.e. video calls, in-person, written, presentation, etc.

Ability to effectively influence key stakeholders at all levels of an organization, strong executive presence, and to provide a firm yet empathic message as needed

Effectively manage meetings and ensure messages are clear, concise, and customer-focused

Effectively review ambiguous topics, ask probing questions, restate concerns, and provide a resolution, along with a timeline, to the issue, complaint, or request

Using white-glove customer service, emotional intelligence, and interpersonal skills, approach each client (internal or external) or situation with a positive and solutions-driven demeanor

Use internal means to work proficiently within internal and external working teams and independently from a remote location

The ability to seek answers and continue working through difficult tasks while maintaining communication and deadlines

Remain organized, focused, and results-driven