Start Date: TBD

Work Schedule: 7:00 PM to 4:00 AM EST, Monday-Friday

Work Set Up: WFH (must be open to work onsite work if needed) (within CALABARZON) (1-2x onsite/month)

Type of Contract: Full Time

Equipment Provision: Company Provided

What does a day in the life as a Technical Account Manager look like?

• Understand customer environment: Gather comprehensive knowledge of the customer's infrastructure, systems, and processes to identify potential integration points and assess any technical requirements or limitations.
• Evaluate customer needs: Collaborate closely with customers to understand their unique business requirements and challenges. Conduct in-depth discussions and analysis to identify opportunities for our product to address their needs effectively.
• Align with product functionality: Leverage your understanding of the customer's environment and needs to provide guidance on how our product can best meet their requirements. Collaborate with internal teams, including product management and engineering, to align customer needs with the capabilities and roadmap of the product.
• Conduct product demonstrations: Conduct engaging and informative product demonstrations to showcase the features and attributes of our product. Clearly articulate how the product addresses customer pain points and provides value in their specific context.
• Develop and execute onboarding plans: Create customized onboarding plans for each customer, taking into account their unique requirements, timelines, and goals. Guide customers through the onboarding process, providing training, technical assistance, and ongoing support as needed.
• Troubleshooting and issue resolution: Act as the primary point of contact for customers during the onboarding process. Identify and resolve any technical issues or challenges that arise, working closely with cross-functional teams to ensure prompt resolution.
• Customer relationship management: Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their success. Continuously engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Documentation and knowledge sharing: Document best practices, lessons learned, and customer-specific configurations to contribute to the development of internal knowledge bases and resources. Share insights and expertise with the broader team to enhance the onboarding process.

What are the required qualifications for a Technical Account Manager?

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Master’s degree preferred.
• Minimum of 2-3 years of experience in a technical account management or related role
• within the technology industry.
• Knowledge in digital technologies, including cloud services, and data analytics. Familiarity with CRM tools and project management software. (Zendesk, Salesforce, Gorgias, Hubspot) - end-user
• Excellent verbal and written communication skills, with the ability to explain complex
• technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving abilities, with a proactive approach to identifying
• and addressing client issues.
• Demonstrated ability to build and maintain strong customer relationships, with a focus
• on delivering exceptional service and value.
• Ability to work collaboratively within a cross-functional team environment, contributing to the overall success of the Digital Innovation department.
• Relevant industry certifications (e.g., PMP, ITIL, AWS, Azure) are a plus but not required