Technical Account Manager

Insightly is looking for a rockstar Technical Account Manager (TAM) who loves solving complex problems by prescribing technical solutions to business challenges.  The TAM is responsible for managing all technical aspects of a company’s relationship with its customers.  

In the TAM role, you’ll support our Customer Facing teams, primarily Customer Success, in identifying and addressing technical challenges as well as support our customers directly.  The ultimate goal of the TAM role is to ensure that our customers are leveraging the most advanced features available through the Insightly platform empowering them to achieve their business goals.  

Minimum Desired Skills and Experience

• 3+ years of experience in any combination of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Support Engineering, Technical and/or Solutions Architecture, Account Management, or Customer Support at a SaaS company.

• Hands-on and in-depth knowledge of CRM, Service Ticketing and/or Marketing Automation tools

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

• Experienced speaker on webinars or public-facing events 

• Experience explaining complex topics clearly and concisely, and effective at providing practical guidance

• Ability to understand business & product requirements and translate those needs into a product solution vision

• Ability to prioritize, multi-task, and perform effectively under pressure.

• Natural teacher - experience training others in complex technical topics both internally and externally

• Research-focused - uses all resources available to get solutions to questions and issues, including testing

Preferred Skills and Experience

• 1+ years experience coding in C#, JSON, and/or T-SQL
• Experience with RESTful APIs
• Experience working with automation platforms such as Zapier and Workato
• Prior experience with the Insightly Platform is a plus
• Second Language is a plus
• Motivated to learn Insightly products and features, capabilities, best use and how to deploy
• Experience defining and delivering custom enterprise experiences in a technical and/or functional leadership role.

Roles and Responsibilities

• Help customers achieve their technical goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Insightly.
• Attain Trusted Advisor status with both key business and technical decision-makers.
• Help Customer Success Managers identify key industry business process areas for opportunities to use the Insightly platform.
• In support of the Customer Success Manager, supervise and identify trends in Insightly adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Business Reviews.
• Participate in issues and act as an advocate for customers during the triage and resolution of high-severity cases, driving business reliability and customer satisfaction
• Contribute and collaborate internally to the Insightly team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as Subject Matter Expert (SME) for specific technical or process areas.
• Act as an advocate for customer needs based on product feedback with our Product and Engineering teams
• Create customer-facing collateral via the form of internal documentation, video content, and live webinars on Insightly products and features. 

The base salary range for this role is $100,000 to $110,000 and final offers are determined using multiple factors including experience and level of expertise. The salary range may vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. 

What else?

• Career:  Competitive pay, equity for all employees, 401k, and career learning & growth opportunities

• Work-life balance:  Comprehensive employer-sponsored health coverage plans, flexible time off, flexible work arrangements

• A company that cares!  Insightly pivoted to be a 100% remote first company which includes all of the benefits we provide for our employees to best adapt to the challenges and needs of a digital and dispersed workforce.

  • Full IT set up for your home work station (laptop, monitor, keyboard, mouse, monitor stand)
  • $250 one-time Ergonomics Stipend for all employees to set up their home office for success and comfort
  • $50 per month remote work stipend to help you with your remote work needs.
  • Company newsletters, DEIB events, Slack challenges, and more!
  • Virtual team and company events to keep the party going

Our Mission:

• To empower companies to build lasting relationships with their customers.

Core Values:

• We play as a team.
• We are ambitious and think big.
• We strive to make customers happy.
• We build with simplicity not complexity.

Our Story:

Customers today are smarter, more social, more discerning, and have more choices than ever before. Only customers can decide if they will be customers for life. At Insightly we believe that to be worthy of such commitment, businesses must go beyond traditional CRM, and fundamentally rethink their customer relationships.Founded in 2009 and based in San Francisco, Insightly is backed by $38 million in funding over three rounds from leading venture capital firms: Emergence Capital Partners, Cloud Apps Capital Partners, SAB Capital, and Sozo Ventures.

Insightly is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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