Senior Technical Account Executive, SaaS & Enterprise

defi SOLUTIONS; Columbus (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

defi SOLUTIONS is seeking a Technical Account Executive to partner with clients and the client executive team, ensuring business outcomes through our solutions products. This role blends technical SME responsibilities with relationship management at senior levels, aligning with sales to drive satisfaction and loyalty.

The TAE will adapt quickly to changing technical environments, serve as the primary escalation point, and collaborate with cross-functional teams to resolve client issues while

Qualifications

• BS in Computer Science, Engineering or comparable field; or equivalent experience.
• 8+ years’ experience in a customer-facing role (Technical Account Management, Customer Success, or Service Desk).
• 2+ years technical knowledge of SaaS platforms.
• Ability to create profound experiences for our clients (internally and externally).
• Ability to manage and diffuse difficult conversations with professionalism.
• Strong troubleshooting and problem-solving skills and ability to drive to solutions.
• Experience with escalation and risk management procedures.
• Excellent written, verbal and communication skills; experience communicating at all business levels.
• Ability to prioritize and manage multiple projects, clients, and activities, including negotiating client expectations.
• Passionate about client satisfaction and can represent the defi brand.

Responsibilities

• Act as primary technical support escalation for assigned client(s).
• Trusted technical advisor for clients, navigating adoption, best practices, and resolution of problems.
• Advocate for clients, manage escalations and expectations, communicate during high profile escalations.
• Analyze business needs and translate into use cases to address client requirements.
• Set priorities for development cases and coordinate with development to unblock progress.
• Coordinate resolution of complex technical problems across diverse applications.
• Establish continuous process improvements to enhance the client experience.
• Proactively communicate changes or potential disruptions and advise on risk management.
• Create and deliver executive client technical reviews including SLA adherence and top ticket drivers.
• Create training and knowledge base articles on product best practices and problem resolution.
• During major incidents, provide regular updates and coordinate with ITSM for after-hours incidents.

Skills

Customer-facing

Technical Account Mgmt

SaaS platforms

Troubleshooting

Escalation & risk

Communication skills

Cross-functional teamwork

Product/engineering feedback

Education

BS in Computer Science, Engineering or comparable field

Job description

defi SOLUTIONS is seeking a Technical Account Executive to partner with clients and the client executive team, ensuring business outcomes through our solutions products. This role blends technical SME responsibilities with relationship management at senior levels, aligning with sales to drive satisfaction and loyalty.

The TAE will adapt quickly to changing technical environments, serve as the primary escalation point, and collaborate with cross-functional teams to resolve client issues while