Technical Account Manager - Remote
12 hours ago
Job description
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.
- 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.
- Excellent verbal and written communication skills
- Problem-solving and critical thinking skills are essential
- Must be a team player with a positive attitude
- Ability to remain organized while multi-tasking
- Eagerness to learn
- Willing to work in night shifts
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