Senior Technical Account Manager EMEA (all genders)

Onit; Düsseldorf; Remote; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen erfahrenen Senior Technical Account Manager, um die Kundenzufriedenheit in der EMEA-Region zu maximieren. In dieser spannenden Rolle werden Sie als technischer Experte fungieren, der Kunden bei der Nutzung der Onit-Plattform unterstützt und sicherstellt, dass ihre Bedürfnisse erfüllt werden. Sie arbeiten eng mit verschiedenen Teams zusammen, um Probleme schnell zu lösen und kontinuierliche Verbesserungen voranzutreiben. Wenn Sie eine Leidenschaft für Kundenservice und technische Lösungen haben, ist dies die perfekte Gelegenheit für Sie, in einem dynamischen und wachsenden internationalen Unternehmen zu arbeiten.

Leistungen

Bezahlte Elternzeit (bis zu 10 Wochen)

Bezahlte Pflegezeit (bis zu 3 Wochen)

Mindestens 28 Tage Urlaub je nach Arbeitsort

Vielseitige berufliche Entwicklungsmöglichkeiten

Qualifikationen

• 7+ Jahre Erfahrung in der technischen Kontoverwaltung oder im Kundenservice.
• 5+ Jahre Erfahrung im Projektmanagement oder mit Lieferfristen.

Aufgaben

• Technische und fachliche Expertise auf der Onit-Plattform bereitstellen.
• Kundenanliegen proaktiv identifizieren und Lösungen anbieten.

Kenntnisse

Kundenorientierte technische Kontoverwaltung

Projektmanagement

Schriftliche und mündliche Kommunikationsfähigkeiten

Technisches Troubleshooting

Beziehungsaufbau

Ausbildung

Bachelor in Informationssystemen

Bachelor in Informatik

Jobbeschreibung

Job title : Senior Technical Account Manager EMEA (all genders)

Work location : Germany or Lithuania / remote with regular business travel (10%)

Who are we, and what do we do?

Onit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies. Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and legal departments bridge the gap between systems of record and systems of engagement.

Position Summary

Onit is looking for an experienced Senior Technical Account Manager (all genders), in full-time for our EMEA region, based in Germany or Lithuania (remote with up to 10% business travel).

The successful Senior Technical Account Manager (reporting to our global Manager, Technical Account Managers) will serve as an advocate and escalation manager for their assigned customer accounts, ensuring delivery of a world-class customer support and services experience. Partnering cross-functionally with various global Onit teams (Account Management, Customer Success, Support, Services, Product), this person will be responsible for ensuring that we are available and responsive to our customers’ issues and needs, helping to resolve them in a timely manner and achieving the highest level of customer satisfaction. The Senior Technical Account Manager will be the technical and subject matter expert of the Onit platform and solutions, consulting and advising customers and account teams when escalations occur and when new opportunities for enhancements and solutions arise. This role will also assist in the renewal process as needed and mentor / train Technical Solutions Specialists and Support Specialists.

Responsibilities and Duties

Supporting the effort to ensure the highest levels of customer satisfaction with our solutions and services, the Technical Account Manager will have the following responsibilities and duties :

• Be the technical and subject matter expert on Onit's platform solutions, services, and processes, as well as customers’ specific current solutions and future needs, to effectively advise and make recommendations to customers and account teams.
• Navigate internal processes efficiently to help achieve customers’ and account team’s goals and needs.
• Identify potential areas of concern for customers before they arise, gauging technical feasibility and impact of forthcoming changes, establishing proper expectations, and providing a solution or plan for resolution.
• Help resolve support escalations timely via effective and timely communication, providing status updates to customers and management throughout an escalation; review, determine, and report on root cause for all escalations.
• Own and run regularly scheduled technical support ticket status calls with customers, as needed.
• Prioritize issues/requests for appropriate delivery teams to ensure visibility, attention, progress, and eventual closure; work with appropriate departmental management to ensure proper resources and priority as needed, facilitating communication between customer and internal teams when necessary.
• Act as the advocate and voice of the customer to drive service, solution, and product change; provide data-based feedback (enhancement requests, support issue, and escalation trends) to other departments for continuous improvement.
• Document customer-specific configurations, commitments, or handling as needed.
• Perform other responsibilities and duties that arise to ensure efficient and proper handling of technical consulting requests, customer escalations, and support-related account management and projects.
• Provide assistance, guidance, and coaching to colleagues where needed.
• Work on special projects as assigned.

Skills and Qualifications

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

We offer you

• The opportunity to develop professionally and personally as fast as we do.
• A responsible as well as versatile job in a constantly growing international company.
• A great atmosphere in a motivated and highly qualified team with flat hierarchies.
• An attractive salary package including a company bonus and numerous benefits like paid parental leave (up to 10 weeks), paid caregiver leave (up to 3 weeks), minimum 28 days depending on work location.

Is this the career step you are looking for?

Then we look forward to receiving your application, including your salary expectations (short cover letter and resume).

With your application, you agree to the processing of your personal data in accordance with the provisions of the European Data Protection Regulation (EU-DSGVO), insofar as this is necessary for the decision on the establishment of an employment relationship with Onit Inc. / www.onit.com