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HONK · 15 hours ago

Technical Account Manager

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $135K/yr

5+ years exp

HONK is transforming the towing and roadside assistance industry, and they are seeking a Technical Account Manager to leverage product and technical expertise for strategic customers. This role involves managing customer onboarding, developing training materials, and collaborating with internal teams to enhance customer experience and drive value from HONK’s products and services.

AppsAutomotiveField SupportMobile Apps

Responsibilities

Lead and manage the end-to-end customer onboarding process to ensure a seamless transition for new clients. This includes coordinating with internal teams, providing initial training and documentation, and setting clear expectations for ongoing support

Develop and deliver training materials and sessions to help customers effectively utilize HONK's platform and services. This includes creating documentation, FAQs, and conducting live training sessions, both in-person and virtually

Partner with our Customer Success and Sales teams to identify opportunities to increase HONK’s value to strategic customers and create a world-class customer experience

Build working knowledge of customers’ complex workflows and ecosystems to design proactive/tailored solutions

Host regular sessions with customer contacts to provide hands-on support for HONK challenges

Review support cases to identify trends and present holistic solutions

Complete in-depth reviews of customers’ implementations to offer insights and strategic recommendations for future improvements

Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches

Manage escalations with the Engineering team, serving as the customer’s advocate and liaison

Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap

Qualification

Technical Account ManagementSaaS ExperienceAPI KnowledgeCustomer SupportEmpathetic PartnershipCommunication SkillsProblem SolvingProject Management

Required

5+ years of experience in a support, technical account management, or consulting role in a SaaS environment, ideally in the automotive industry or roadside assistance space

A keen technical mind and comfortable discussing how customers can leverage APIs or custom code

Excellent communication skills, comfortable presenting to individual contributor stakeholders and Director+ level decision makers

Passionate about creating unique solutions to complex business problems

History of managing multiple assignments simultaneously, and can work independently to drive projects to completion with a high level of attention to detail

Experience supporting critical processes for major Enterprise customers

Proactive, empathetic, and consultative partnership style