Technical Account Manager

3 days ago

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Kantata

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Resource Management • Operations Management • Financial Management • Business Intelligence • Project Management

501 - 1000

Description

• Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our SX product and support services. • Gain in-depth understanding of each client's business and SX product installations to identify specific service needs and opportunities for improvement. • Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards. • Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs. • Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary. • Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services. • Analyze client feedback and proactively recommend improvements to our SX product and support offerings. • Stay up-to-date on industry trends and best practices in PSA and related technologies.

Requirements

• 5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company • Demonstrable experience with the Salesforce Platform including: SOQL Querying, Master-detail object model, Profiles, Permissions, Visualforce page behavior, views and layouts • Experience with Salesforce Apex Async job processing, Flows, Managed Package content namespacing, capturing Debug Logs is preferred and Apex code/scripting, Lightning Web Components, navigating governor limits and scalability is a big plus • Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/ Javascript and Saas/PaaS architecture • Strong understanding of PSA concepts and the importance of service delivery in optimizing client success • Excellent communication and interpersonal skills, both written and verbal. • Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions. • Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management. • Strong sense of ownership and accountability for client satisfaction and service delivery success. • Willingness to travel occasionally to meet with customers, not expected to exceed 5%

Benefits

• An intentionally engaging and collaborative culture - ditch the silo! • Strong work-life balance that’s a true focus of the company • The chance to learn from some of the best people in the business • A vibrant, collaborative and devoted team, who still makes time for fun