Kantata · 2 days ago

Technical Account Manager

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $125K/yr

5+ years exp

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Responsibilities

Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our SX product and support services.

Gain in-depth understanding of each client’s business and SX product installations to identify specific service needs and opportunities for improvement.

Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards.

Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs.

Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary.

Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services.

Analyze client feedback and proactively recommend improvements to our SX product and support offerings.

Stay up-to-date on industry trends and best practices in PSA and related technologies.

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 ManagementSaaS experienceEnterprise architectureData architecture standardsWeb technologiesPSA conceptsSOAPJSONRESTAPIsXMLBusiness process automationData integration toolsNetsuiteIntacctQuickbooksSalesforceJiraMS DynamicsDell BoomiMulesoftSnaplogicWorkatoInformaticaRead codeSoftware development lifecycleClient-server architectureDOMHTML/CSS/JavaScriptCross-functional collaboration

Required

5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company

Knowledge of enterprise/systems/integration architectures and data architecture standards, frameworks, and practices along with common integrations technologies, such as SOAP, JSON, REST, APIs, XML, business process automation, and data integration tools

Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/ Javascript and Saas/PaaS architecture

Strong understanding of PSA concepts and the importance of service delivery in optimizing client success

Excellent communication and interpersonal skills, both written and verbal.

Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.

Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management.

Strong sense of ownership and accountability for client satisfaction and service delivery success.

Willingness to travel occasionally to meet with customers, not expected to exceed 5%

Flexibility for occasional meetings, availability, or duties outside of normal business hours.

Preferred

Bonus points if you have used Netsuite, Intacct, Quickbooks, Salesforce, Jira, MS Dynamics, iPaaS platforms like Dell Boomi, Mulesoft, Snaplogic, Workato, or Informatica!

Ability to read and understand code and had exposure to software development lifecycle