Staff Technical Solutions Account Manager

findhelp

Austin (TX)

On-site

USD 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

401k & equity grants

Free food and onsite gym at our Austin

Paid parental leave

Competitive PTO & 10 holidays

Medical, Dental, Vision insurance 100%

Dog-friendly office in Austin HQ

24/7 telemedicine and counseling

Book Purchasing Program

Job summary

Findhelp in Austin, TX is seeking a Staff Technical Solutions Account Manager to drive customer success by delivering technical solutions, guiding implementations, and expanding platform adoption.

You will serve as a cross-functional liaison, translate customer needs into actionable technical plans, and mentor teams across engineering, product, and support to ensure lasting value for partners.

Qualifications

5+ years experience in account management, technical customer support, customer success, or partnerships.
Experience working with analysts, application owners, or executives.
Strong communication and project management skills.
Ability to learn new technologies quickly and write basic SQL queries.

Responsibilities

Develop and maintain strong customer and partner relationships through communication and technical mastery.
Guide successful technical implementations through scoping, planning and execution of platform capabilities.
Drive system adoption by acting as a project manager and partner champion.
Position customers for long-term success through ongoing partnership and technical account management.
Serve as an expert on integrations, eligibility, or other technical product areas.
Diagnose technical issues and identify solutions for successful implementations.
Standardize best practices for workflows and advocate for implementation.
Serve as stakeholder for new technical projects enabling access to social care.

Skills

Communication

Technical savvy

Bridge building

Detail oriented

Ambiguity tolerant

Independent

Organized

Account management experience

Tools

SQL

JIRA

Python

JavaScript

Google Cloud

APIs/Webhooks

Job description

Job Overview: The R&D Department is made up of different disciplines including software and database engineers, quality, technical implementation. R&D designs and develops requested product features, fixes bugs within our platform, provides technical analysis and estimation, ensures successful integration installations, manages and monitors the health of our platform, and develops automation and tooling for efficient and reliable software development processes. R&D works cross-functionally with many other departments in the organization as a team to fulfill Findhelp’s mission of connecting all people in need and the programs that serve them with dignity and ease.

The Staff Technical Solutions Account Manager plays a pivotal role for our rapidly expanding base of customers and partners that supports people in need across the US. We need someone to drive and champion customer success by providing technical solutioning, superb customer and partner support, and project management and implementation of our technical capabilities while acting as an internal technical subject matter expert and cross-functional team liaison.

In addition to delivering our technical solutions, this person needs to be skilled in customer service and passionate about the world of social care.

Responsibilities and Duties:

Develop and maintain strong customer and partner relationships through communication, relationship building, and technical mastery.
Guide successful technical implementations through scoping, planning, and execution of platform capabilities in alignment with customers’ business goals and drivers.
Drive system adoption by acting as a project manager, problem solver, and partner champion to implement technical solutions with partners.
Position customers for long term success through ongoing partnership and technical account management; deeply understand workflows, document, advocate, and solution to meet and exceed evolving customer needs.
Serve as an expert in areas such as integrations, eligibility, or other technical areas of the product, providing responsive issue investigation and resolution.
Diagnose technical issues and identify solutions to ensure successful implementations and ongoing platform success.
Standardize best practices for workflows that solve technical or otherwise complex challenges for customers and partners; advocate externally and internally for implementation of these practices.
Serve as an internal and external stakeholder for new and impactful technical projects that enable easy access to social care for those who need it.
Guide vendor partners to scope, develop, and implement new integrations or other technically complex product features.
Identify ways to improve the software and integration offerings, and work with Product and Engineering to prioritize, develop, and implement enhancements.

Qualifications:

Communication powerhouse : You’re an expert at tailoring your communication (whether presentation, verbal, or written) to your audience (you’ll be working across internal, partner, and technical teams). You move fluidly between both the technical world, working alongside Engineers, and also the business world, leading requirements calls with customers and partners, including executives. You have experience leading escalated customer or partner situations and directing towards a positive outcome for all parties involved.
Technically savvy : You’re technically adept, troubleshooting problems to determine the root issue and identify resolutions. You can learn new technologies quickly, using your time efficiently. You can write and run basic or moderately complex SQL queries for data exploration. You have demonstrated experience working with code, databases, integrations (APIs, Webhooks, etc.), SQL, JIRA, Python, Javascript, and/or Google Cloud.
You build bridges, not walls : You’re not afraid to jump in a problem and tackle it head on, and you’re always willing to help others (in fact, it excites you!). As the ‘swiss army knife’ of roles at findhelp, you stop at nothing to get our customer and partner problems solved.
Detail oriented: This position requires strong analytical, communication, planning, and project management skills.
You thrive in ambiguity : You’re not afraid of researching stuff you don’t know about. This assures you punch above your weight class — ability may be far greater than experience.
Independent: You’re a leader and proactive self-starter and take ownership over your accounts and projects to drive them to resolution, needing minimal direction to determine and work towards the best path forward.
Organized: You can manage a broad scope of work expertly. You’ll have a number of plates in the air, and you can ensure that none of those plates will drop.
5+ years experience in account management, technical customer support, customer success, or partnerships. You’re experienced working with teams of all levels, from analysts and application owners through executive leadership.

We value being together : We believe being together enables stronger relationships, collaboration, and culture.

This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.

Perks at Findhelp** **

401k & equity grants
Free food and onsite gym at our Austin HQ
Paid parental leave
Competitive PTO & 10 paid holidays
Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
Dog-friendly office in Austin HQ
24/7 access to telemedicine and counseling
Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff: