QUALIFICATIONS

• Strong problem-solving skills with a focus on uncovering root causes
• Efficiently manages priorities both independently and in team environments
• Demonstrates sound decision-making while balancing multiple priorities
• Exercises independent judgment and adheres to deadlines and schedules
• Strong communication skills, both written and verbal, with the ability to build rapport with clients and stakeholders
• Strong listening skills and the ability to tailor solutions to client requirements
• Technically minded, continually learning new technologies to support client partner needs
• Ability to adapt to changing client needs and business environments, demonstrating flexibility and resilience in problem-solving.

DESIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent within Information Technology, Computer Science, or related discipline
• 4 – 6 years’ experience within a SaaS environment Technical Account Manager position managing or supporting software configurations, UAT Testing, and translation of client requirements
• 2 – 4 years’ Technical Account Manager experience generating client workflows and alignment within cross-functional departments for a positive client experience
• 2 – 4 years’ experience deploying, configuring, and troubleshooting software or networking equipment
• Track record of demonstrating communication skills and business orientation that builds trusting relationships with clients

• Collaborate with Senior Account Manager and Relationship Manager to provide expert troubleshooting and resolve complex technical issues, ensuring that client partners receive exceptional service and support, while driving overall satisfaction with products and services
• Oversee and manage high-quality ticket and incident resolutions, ensuring that all support requests are addressed promptly and efficiently. Provide assistance in troubleshooting software, workflows, and delivery challenges, ensuring minimal disruption to client partners’ operations
• Work with cross-functional teams to address client partner inquiries and provide clear, detailed guidance on product functionality and usage. Ensure that all client queries are resolved with the utmost professionalism and technical expertise
• Support the implementation of technical enhancements, User Acceptance Testing (UAT), and system configurations, collaborating closely with clients to ensure that their needs are met. This helps drive improvements in client partner satisfaction, loyalty, and long-term success
• Contribute to project success by actively monitoring progress, identifying and mitigating risks, and ensuring the timely delivery of solutions. Maintain a strong understanding of industry standards and departmental metrics, ensuring that all deliverables meet or exceed expectations and support overall business objectives