Technical Account Manager

HRT People Solutions, Inc.; Cebu City; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Collaborative culture

Work-life balance

Learning from industry leaders

Vibrant team

Job summary

HRT People Solutions, Inc. seeks a motivated Technical Account Manager to support enterprise clients in a fast-paced SaaS environment. You will be the dedicated contact, ensuring high-quality service and performance aligned with our standards.

Build strong client relationships, understand each business, and drive proactive usage of our support offerings to minimize downtime. You will manage a portfolio of enterprise clients, gain deep understanding of their needs, and develop comprehensive

Qualifications

• 5+ years in Technical Account Manager or client management, preferably SaaS.
• Experience with Salesforce Platform including SOQL, Master-detail, Profiles, Permissions, Visualforce, layouts.
• Experience with Apex Async processing, Flows, Namespacing, Debug Logs; Lightning Web Components a plus.
• Understanding of modern web technologies and SaaS/PaaS architecture (REST API, HTML/CSS/JS).
• Strong PSA concepts and value of service delivery for client success.
• Excellent written and verbal communication, interpersonal skills.
• Experience collaborating with sales, support, engineering and product teams.
• Willingness to travel up to 5%.

Responsibilities

• Manage a portfolio of enterprise-level clients and ensure satisfaction with product and support.
• Understand each client's business and product installations to identify service needs.
• Develop and implement service plans aligned with client requirements and standards.
• Drive proactive service adoption to minimize downtime and support costs.
• Act as the primary contact for clients and escalate technical issues when needed.
• Coordinate with internal teams to ensure seamless client experience and opportunities for expansion.
• Analyze client feedback and suggest improvements to our offerings.
• Stay current on PSA concepts and industry best practices.

Skills

Salesforce Platform

SOQL querying

Apex (Async)

Lightning Web Components

Web technologies (REST, HTML, CSS, JS)

PSA concepts

Client management

Communication

Problem solving

Cross-functional collaboration

Travel readiness

Tools

Salesforce tools

Apex

Visualforce

Master-detail, Profiles & Permissions

Job description

Are you a motivated and experience Technical Account Manager who will support a portfolio of enterprise clients? You'll be a dedicated point of contact, ensuring exceptional service quality and operational performance aligned with program and delivery standards. Your success will hinge on building strong relationships, understanding each client's unique business needs, and proactively driving the use of our support offerings to optimize their experience and minimize downtime.

What You'll Do:

• Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our product and support services.

• Gain in-depth understanding of each client's business and product installations to identify specific service needs and opportunities for improvement.

• Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards.

• Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs.

• Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary.

• Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services.

• Analyze client feedback and proactively recommend improvements to our product and support offerings.

• Stay up-to-date on industry trends and best practices in PSA and related technologies.

Who We're Looking For:

• 5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company

• Demonstrable experience with the Salesforce Platform including: SOQL Querying, Master-detail object model, Profiles, Permissions, Visualforce page behavior, views and layouts

• Experience with Salesforce Apex Async job processing, Flows, Managed Package content namespacing, capturing Debug Logs is preferred and Apex code/scripting, Lightning Web Components, navigating governor limits and scalability is a big plus

• Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/ Javascript and Saas/PaaS architecture

• Strong understanding of PSA concepts and the importance of service delivery in optimizing client success

• Excellent communication and interpersonal skills, both written and verbal.

• Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.

• Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management.

• Strong sense of ownership and accountability for client satisfaction and service delivery success.

• Willingness to travel occasionally to meet with customers, not expected to exceed 5%

We know every company can be successful with the right technology and when people are at the core. We believe that we're better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you'll enjoy:

• An intentionally engaging and collaborative culture - ditch the silo!

• Strong work-life balance that's a true focus of the company

• The chance to learn from some of the best people in the business

• A vibrant, collaborative and devoted team, who still makes time for fun