Technical Account Manager

HappyFox Inc.; Town of Texas (WI); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health, dental, vision, and life insurance

Paid Time Off

Competitive salary plus performance-based incentives

Dynamic work environment

Job summary

A leading company is seeking a Technical Account Manager to bridge the gap between customers and technical support. In this critical role, you will provide tailored assistance, ensuring optimal product usage while driving customer satisfaction. You will have the opportunity to foster relationships, troubleshoot complex issues, and contribute to product improvements in a dynamic work environment, offering comprehensive benefits and competitive compensation.

Qualifications

• 3+ years in a technical, customer-facing role within a SaaS company.
• Strong understanding of SaaS platforms, APIs, and cloud technologies.
• Experience managing multiple customer accounts.

Responsibilities

• Establish and nurture long-term customer relationships.
• Provide in-depth technical guidance and troubleshoot issues.
• Lead onboarding and training for new customers.

Skills

Problem-Solving

Communication

Customer-Centric Mindset

Job description

As a Technical Account Manager at HappyFox, you will serve as the vital link between customers and the technical aspects of our product. Your role involves providing in-depth technical support, ensuring seamless implementation and optimal usage, while also fostering strong customer relationships.

Responsibilities:

Customer Success & Relationship Management: Establish and nurture long-term relationships with key stakeholders, ensuring customer satisfaction and success.

Technical Expertise & Support: Provide in-depth technical guidance, troubleshoot complex issues, and collaborate with engineering teams to drive timely resolutions.

Onboarding & Training: Lead customers through implementation, conduct training sessions, and share best practices to maximize platform adoption.

Proactive Monitoring & Incident Management: Monitor customer accounts, identify potential issues, and assist in handling critical incidents for swift resolutions.

Product Advocacy & Feedback: Act as the voice of the customer, gathering feedback to inform product development and enhance usability.

Customer Success Planning: Develop tailored success plans aligned with customer goals, tracking progress and driving engagement.

Collaboration & Process Improvement: Work closely with cross-functional teams, contribute to best practices, and optimize customer success processes.

Upsell & Revenue Growth: Identify upsell opportunities within existing customer accounts and proactively create sales opportunities for Account Executives.

Requirements:

Experience: 3+ years in a technical, customer-facing role such as Technical Account Manager, Solutions Engineer, or Customer Success Engineer within a SaaS or customer support technology company.

Technical Knowledge: Strong understanding of SaaS platforms, APIs, integrations, cloud technologies, and ITSM tools.

Problem-Solving & Communication: Ability to diagnose and resolve technical challenges while simplifying complex concepts for diverse audiences.

Project & Account Management: Experience handling multiple customer accounts, managing escalations, and driving successful outcomes.

Customer-Centric Mindset: Passion for delivering exceptional customer experiences and optimizing product adoption.

Benefits:

Competitive Compensation: Base salary plus performance-based incentives with growth opportunities within the company.

Dynamic Work Environment: A casual, high-energy workplace where your ideas can make an impact.

Comprehensive Benefits: Health, dental, vision, and life insurance coverage.

Paid Time Off: Enjoy paid vacation to maintain a healthy work-life balance.