Openforce · 5 hours ago
Technical Account Manager
USA
Full-time
Remote
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
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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
Exceptional communication, analytical, and problem-solving skills
High-energy individual who is eager to dig into client and/or system issues
Strong passion for improving processes and enhancing the overall Client Experience
Ability to effectively influence key stakeholders at all levels of an organization
Strong executive presence and relationship management skills
Ability to effectively manage meetings and ensure messages are clear, concise, and customer-focused
Ability to seek answers and continue working through difficult tasks while maintaining communication and deadlines
Ability to make and maintain relationships both internally and externally
Benefits
Full Benefits Package including medical, dental, vision, and 401k match
Vacation, Sick, and Holiday Pay
Company
Openforce
Openforce is a technology-driven service company.
Founded in 2001
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2015-06-11Acquired· by Riverside Partners
Leadership Team
Phillip Boice
Chief Financial Officer
Natalie Putnam
Chief Revenue Officer
Recent News
2023-06-09
2022-04-06
Company data provided by crunchbase
