Technical Account Manager

October 29

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Workiva

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Government Reporting • Internal Controls • Section 16 • SEDAR Reporting • SOX

1001 - 5000

💰 $689.3k Venture Round on 2014-10

Description

• Serve as the main liaison for strategic customers to ensure timely response and resolution delivery • Maximize and enable our customers' ROI on the Workiva Platform while ensuring the highest levels of security and compliance, particularly for federal clients and those requiring confidentiality of their data • Build strong relationships with key stakeholders, including executives, servicing as the main contact for all support related issues • Manage and report on performance against service level agreements (SLAs), creating action plans when SLAs are not being met • Facilitate regular customer conference calls and meetings to ensure continuous information flow and timely updates • Oversee escalations and deliver Root Cause Analysis for high priority cases • Advocate for customers internally by providing feedback to various Workiva teams included, but not limited to, Sales, Services, Marketing, Product, and Engineering • Work with Sales and Customer Success as needed to aid in upcoming renewals and achieve revenue retention targets • Collaborate with internal teams to drive adoption through effective onboarding, training, and support • Ensure technical health of the platform through business reviews or consultations • Maintain comprehensive knowledge and certifications of the Workiva Platform to meet the evolving needs of customers

Requirements

• Typically requires a minimum of 6 years of related experience with a Bachelor’s degree • Ability to obtain and maintain a Public Trust level of security clearance for all Federal customers • Experience with systems like Splunk, Jira, Confluence, AWS Services, and/or Zendesk preferred • Experience in a Technical Account Management or similar role in a SaaS company preferred • Experience with federal customers and knowledge of government requirements preferred • Experience in Accounting, Finance, database support or system/network administration preferred • Experience working with product management or product development in a software company • Intermediate to advanced experience with one or more of the following technologies required • Database technologies, e.g.: Microsoft SQL, Oracle SQL, PostgreSQL, RedShift • Programming interfaces and API technologies e.g.: Restful API, SOAP, WSDL and OpenAPI spec • Basic understanding of XML/JSON and their structures - script languages e.g.: Python, Java, Node .js, PowerShell, .BAT/Shell, Perl

Benefits

• A discretionary bonus typically paid annually • Restricted Stock Units granted at time of hire • 401(k) match and comprehensive employee benefits package