GemOne ยท 11 hours ago
Technical Account Manager
Olathe, KS
Full-time
Hybrid
Entry, Mid Level
2+ years expGemOne is a TECH company within TVH Holding focused on developing Smart Telematics solutions for fleet performance management. As a Technical Account Manager, you will be responsible for building and maintaining relationships with end-users and dealers, ensuring a high level of customer satisfaction through technical support and product implementation.
Fleet ManagementIndustrialInternet of ThingsTelecommunications
Responsibilities
Develop and maintain in-depth knowledge of our product offerings to identify potential software or hardware issues and collaborate with product and engineering teams to resolve them
Provide efficient technical support to dealers and end-users remotely (via email, chat, video calls, etc.) and onsite when necessary
Assist dealers and end-users with the installation and commissioning of telematics solutions, either onsite or remotely, as applicable
Proactively monitor customer health, satisfaction, expansion opportunities, risks, and escalations in a consultative manner
Communicate positively, thoughtfully, and with a customer-first approach to ensure the best possible customer experience
Demonstrate composure, resilience, and flexibility as customer needs evolve and case volume fluctuates
Collaborate with the Client Experience team to identify growth opportunities for existing customers
Work cross-functionally with the Client Experience, Technical Services, and Sales teams
Meet internal KPIs related to customer support incidents and their resolution
Process and manage all RMAs (Return Merchandise Authorizations)
Document all support cases and their resolutions accurately
Represent the technical voice of the customer when engaging with internal teams
Mentor colleagues within the Technical Service or Client Experience teams
Perform other duties as assigned
Qualification
Required
At least 2+ years of experience in technical roles, with the ability to understand electrical diagrams and experience working with industrial equipment (e.g., forklifts, construction equipment, etc.)
Customer-first mindset with strong problem-solving skills and the energy to address technical challenges, helping customers achieve their business and technical goals
Ability to collaborate effectively with internal departments and maintain a positive attitude in cross-functional teamwork
Willingness to travel 40% of your time or as needed for onsite troubleshooting and/or training sessions with dealer technicians or end-users
Strong presentation skills, capable of engaging multiple stakeholders
Excellent communication skills, with the ability to set expectations and communicate goals clearly with customers at all levels
Ability to track and influence customer behavior and health metrics across a portfolio of accounts
Minimum of a 2-year technical degree required, preferably in a technical field (e.g., electrical, mechanical)
Demonstrates intermediate proficiency in Microsoft Word, Excel, and PowerPoint and Google Suite (Mail, Calendar, Sheets, Drive)
Preferred
Experience with SaaS platforms and services, including their adoption, integration, and ongoing use
Benefits
Medical
Dental
Vision
Onsite health clinic
401(k) match up to 6%
On-site preschool
Restaurant
Regular team get-togethers
Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses
Company
GemOne
GemOne is the smart telematics solution to boost your industrial fleet efficiency.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Kalman Tiboldi
CTO & Founder, Member of the Board
Company data provided by crunchbase