The Technical Account Manager should be responsible for handling a portfolio of customers and providing exceptional support, maintain relationships with the customers and act as a bridge between multiple internal teams and the customer.
Essential Responsibilities:
Own a portfolio of accounts and take complete ownership of issues reported and ensure that they are resolved within set SLAs.
Work with various external stakeholders, understand requirements, and provide technical information and solutions.
Build relationships with clients, to identify key challenges proactively and implement scalable solutions
Confirm, reproduce, and escalate potential product defects with proper documentation
Proactively communicates relevant information to customers as appropriate.
Excellent problem-solving, analytical, management and communication skills, with the ability to absorb technical concepts and effectively communicate them to a non-technical audience.
Handle and resolve customer requests and complaints.
Creative and able to think ‘outside the box’ with a proven track record in proposing and implementing solutions for enterprise customers.
Ability to manage multiple priorities, commitments and projects and drive them to completion.
Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
Document knowledge in the form of FAQs and knowledge base articles.
Strong commitment, self-driven with good team leadership skills.
Experience:
Minimum 4 years technical support, customer service experience or other relevant experience
Knowledge of the SaaS business model, SaaS technologies, and related applications.
Being technically adept, and the ability to pick up and learn new products, tools, and technology.
Knowledge & Skills:
Excellent verbal and written communication skills
Problem-solving and critical thinking skills are essential
Must be a team player with a positive attitude
Abilities:
Ability to remain organized while multi-tasking
Eagerness to learn
Willing to work in night shifts