• Technical Account Manager

    Job Locations US
    ID
    2019-6338
    # of Openings
    1
  • Overview

    GrowthMindset is seeking a Technical Account Manager for one of our clients for a remote full-time direct-hire position.

    Responsibilities

    • Own and manage customer relationships; act as a main point of contact for clients and escalated issues, addresses client’s more complex technical product needs.
    • Collaborate internally with all supporting resources to provide support for clients and all related customer issues through to resolution.  
    • Understand and work toward short/long term goals and objectives as it relates to all software products.
    • Use Product Management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions.
    • Provide proactive product training for clients as required.
    • Oversee and monitor customer requests/issues in ticketing system.
    • Provide frequent reports/tracking on customer issues, feedback and resolution.
    • Communicate updates to customers and provide resolution to systemic issues.
    • Communicate sales/upgrade opportunities to Inside Sales team, and provide assistance with training and demonstrations, as needed.
    • Lead support efforts in a high-volume support environment, including online messaging and phone, and quickly respond to client question and concerns.
    • Prioritize workload to meet Key Performance Indicator (KPI) metrics set by management in order maintain high-level customer experience. Participate in creating KPIs.
    • Build and maintain sound professional business relationships with both internal co-workers and external customers. 
    • Manage specific accounts as identified in the Company’s database and/or new accounts as assigned.
    • Create and maintain self-help documents and educational videos.
    • Collaborate in creating and maintaining test, survey and invoice forms.
    • Review/verify and update water purveyor contact information.
    • Identifies and escalates system or reporting issues or any issues which require additional support.
    • Improve the department's overall efficiency and productivity by recommend enhancements
    • Identify areas for improvement and “best practices” and make recommendations to management.
    • Perform all other duties as assigned.

    Qualifications

    QUALIFICATIONS:

    • 5-7 years of customer service/technical support experience is preferred.
    • 2+ year(s) experience in the backflow, water or plumbing industry is a plus. Diversified product knowledge and understanding.
    • Technically-oriented individual with a high technical-aptitude. Must possess strong computer software skills (familiarity with social media, email, CRM, spreadsheets, and document programs).
    • Proven ability to understand and explain details of a technical software solution to both technical and non-technical audiences alike.
    • Customer-centric mindset, able to translate customer issues and needs into solutions.
    • Ability to work under pressure, multi-task, and prioritize.
    • Proficient with MS Office Suite (Outlook, Word, Excel, PowerPoint).
    • Highly-motivated, self-starter who can handle workload and take initiative.
    • Strong team player, work ethic and committed to the job.
    • Excellent written and verbal communication skills.
    • Well organized and structured, able to manage multiple tasks simultaneously.
    • Quick learner with high energy and a positive attitude.
    • Comfortable working in a fast-paced and dynamic environment.
    • Ability to patiently train customers on product features.
    • Experience in the backflow, water or plumbing industry is a plus.

    EDUCATION:

    • Bachelor’s Degree or equivalent experience preferred.

    *PHYSICAL REQUIREMENTS:

    While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

    *WORK ENVIRONMENT:

    • Work in office environment or Work in a manufacturing environment
    • May occasionally be required to perform job duties outside the typical office setting.

    *As required by the Americans Disabilities Act (ADA)

     

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