193 applicants

Company

Onit · 4 hours ago

Sr Technical Account Manager

United States

Full-time

Remote

Senior Level

7+ years exp

Maximize your interview chances

Business IntelligenceBusiness Process Automation (BPA)

Insider Connection @Onit

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Be a technical and subject matter expert on Onit's platform solutions, services and processes + customers’ specific current solutions and future needs, in order to effectively advise and make recommendations to customers and account teams

Navigate internal processes efficiently to help achieve customers’ and account team’s goals and needs

Identify potential areas of concern for customers before they arise, gauging technical feasibility and impact of forthcoming changes, establishing proper expectations and providing a solution or plan for resolution

Help resolve support escalations timely via effective and timely communication, providing status updates to customers and management throughout an escalation; Review, determine and report on root cause for all escalations

Own and run regularly scheduled technical support ticket status calls with customers, as needed

Prioritize issues/requests for appropriate delivery teams to ensure visibility, attention, progress and eventual closure; Work with appropriate departmental management to ensure proper resources and priority as needed, facilitating communication between customer and internal teams when necessary

Act as the advocate and voice of the customer to drive service, solution and product change; Provide data-based feedback (enhancement request, support issue and escalation trends) to other departments for continuous improvement

Document customer-specific configurations, commitments or handling as needed

Other responsibilities and duties that arise to ensure efficient and proper handling of technical consulting requests, customer escalations and support-related account management and projects

Provide assistance, guidance, and coaching to colleagues where needed

Work on special projects as assigned

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.

Technical Account ManagementCustomer SupportProject ManagementLeadership Experience

Required

Navigate internal processes efficiently to help achieve customers’ and account team’s goals and needs

Own and run regularly scheduled technical support ticket status calls with customers, as needed

Document customer-specific configurations, commitments or handling as needed

Other responsibilities and duties that arise to ensure efficient and proper handling of technical consulting requests, customer escalations and support-related account management and projects

Provide assistance, guidance, and coaching to colleagues where needed

Work on special projects as assigned

High EQ: Maintain emotional awareness of self and others

Remains calm and patient under stress

Ability to build rapport, credibility and strong relationships with team, peers and customers

Highly organized with outstanding written and verbal communication skills

Aptitude and appetite to learn new technologies

Proficient troubleshooting and reverse engineering skills

Ability to be self-managed and open to fail forward

7+ years of customer-facing technical account management, support or service experience

5+ years of project management experience or working with deliverables/timelines

2+ years of supervisory or leadership experience