Senior Technical Account Manager

Yesterday

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Logo of Onit

Onit

Process Automation • Legal Technology • Online Project Management • Business Collaboration Tools • Contract Review and Approval

501 - 1000 employees

🤖 Artificial Intelligence

☁️ SaaS

💰 $200M Private Equity Round on 2019-01

Description

• Serve as an advocate and escalation manager for customer accounts • Ensure delivery of world class customer support and services experience • Partner with various Onit teams to be responsive to customer needs • Resolve customer issues in a timely manner • Assist in the renewal process and mentor/train Technical Solutions Specialists and Support Specialists • Identify potential areas of concern for customers • Help resolve support escalations timely • Document customer-specific configurations and commitments

Requirements

• High EQ: Maintain emotional awareness of self and others • Remains calm and patient under stress • Ability to build rapport, credibility and strong relationships with team, peers and customers • Highly organized with outstanding written and verbal communication skills • Aptitude and appetite to learn new technologies • Proficient troubleshooting and reverse engineering skills • Ability to be self-managed and open to fail forward • 7+ years of customer-facing technical account management, support or service experience • 5+ years of project management experience or working with deliverables/timelines • 2+ years of supervisory or leadership experience • Bachelor’s Degree in Information Systems, Computer Science, or a related field is a plus

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