Support Technical Account Manager

What you will do

We are seeking a dynamic Support Technical Account Manager to serve as a pivotal link between our Sales and Customer Support teams. The ideal candidate will ensure that our customers derive maximum value from our products, fostering strong relationships that enhance loyalty and satisfaction.

How you will do it

• Act as a liaison to bridge the gap between sales and customer support, ensuring a seamless customer experience.

• Manage customer accounts as the primary point of contact, coordinating with cross-functional teams to address their needs and challenges.

• Comfortable working in a fast-paced environment.

• Proactively engage with customers to provide ongoing support, training, and assistance, ensuring they fully leverage our products.

• Develop and maintain robust customer relationships, enhancing loyalty and advocating for their needs within the company.

• Listen to customer feedback, collaborate with internal teams to devise effective solutions, and foster a customer-centric culture.

• Address customer issues promptly, collaborating with support teams to ensure swift resolution and uphold customer satisfaction.

• Establish and achieve clear client retention goals and contribute to upselling initiatives in partnership with the sales team.

• Create and deliver customized presentations that highlight product usage, benefits, and opportunities for further success.

• Offer training and educational support, assisting in the development of courses and materials to enhance customer engagement.

• Occasional on-call after-hours work may be required as needed by the customer.

What we look for

• 1-3 years of experience in a customer-facing role, with a track record of building strong customer relationships.

• Process and systems-oriented mindset, with a focus on scaling efficiencies.

• Confident and personable, capable of navigating customer challenges with poise.

• Organized and efficient, adept at managing multiple priorities simultaneously.

• Exceptional communication skills, both written and oral, with proficiency in English.

• Strong customer service orientation and the ability to establish technical credibility quickly.

• Analytical and detail-oriented, with a data-driven approach to problem-solving.

• Creative and proactive in overcoming challenges, with a self-starter mentality.

• Project management qualifications (PMQ, PRINCE2, etc.) or equivalent experience managing projects .

• Experience working in cross-functional teams, encompassing both technical and non-technical roles.

• Willingness to travel up to 20% as required.

Preferred Qualifications

• Bachelor’s degree in computer science or a related field.

• Certifications in cybersecurity or ITIL.

• Over 3 years of experience in Customer Success or Technical Account Management.

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