Senior Technical Account Manager EMEA (all genders)

Onit; Berlin; Remote; EUR 60,000 - 100,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen erfahrenen Senior Technical Account Manager, um die höchsten Kundenzufriedenheitsstandards zu gewährleisten. In dieser spannenden Rolle werden Sie als technischer Ansprechpartner fungieren, der Kunden bei der Nutzung der Plattform unterstützt und sicherstellt, dass ihre Bedürfnisse erfüllt werden. Diese Position bietet die Möglichkeit, in einem dynamischen Team zu arbeiten und sich sowohl beruflich als auch persönlich weiterzuentwickeln. Wenn Sie eine Leidenschaft für Kundenservice und technische Lösungen haben, ist dies die perfekte Gelegenheit für Sie, in einem wachsenden internationalen Unternehmen zu arbeiten.

Benefits

Zahlreiche Vorteile wie bezahlte Elternzeit

Bezahlte Pflegezeit

Mindestens 28 Tage Urlaub

Attraktives Gehaltspaket

Möglichkeiten zur beruflichen und persönlichen Entwicklung

Qualifications

• 7+ Jahre Erfahrung im kundenorientierten technischen Account Management.
• 5+ Jahre Erfahrung im Projektmanagement oder mit Zeitplänen.
• Hervorragende Kommunikationsfähigkeiten in Deutsch und Englisch.

Responsibilities

• Technischer und fachlicher Ansprechpartner für Kundenanliegen.
• Identifikation und Lösung von Kundenproblemen zeitnah.
• Dokumentation von kundenspezifischen Konfigurationen und Verpflichtungen.

Skills

Kundenorientierung

Technisches Account Management

Projektmanagement

Kommunikationsfähigkeiten

Troubleshooting

Emotionale Intelligenz

Beziehungsmanagement

Education

Bachelor-Abschluss in Informationssystemen

Bachelor-Abschluss in Informatik

Job description

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 causes 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 issues, 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, 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