Technical Account Manager

HappyFox; Town of Texas (WI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Compensation

Dynamic Work Environment

Comprehensive Benefits

Paid Time Off

Job summary

HappyFox is looking for a Technical Account Manager in Wisconsin, Town of Texas. The role involves serving as a vital link between customers and technical aspects of the product, ensuring optimal usage, fostering customer relationships, and providing technical support. Candidates should have over 3 years of experience in similar roles within SaaS companies, strong technical knowledge, and excellent communication skills. The position offers a dynamic work environment and comprehensive benefits.

Qualifications

• 3+ years in a technical, customer-facing role such as Technical Account Manager.
• Strong understanding of SaaS platforms and cloud technologies.
• Ability to simplify complex concepts for diverse audiences.

Responsibilities

• Establish and nurture long-term relationships with stakeholders.
• Provide in-depth technical guidance and troubleshoot issues.
• Lead customers through implementation and conduct training sessions.
• Monitor accounts and assist in handling critical incidents.
• Gather feedback to inform product development.
• Develop tailored success plans and track progress.

Skills

Technical account management

Customer relationship management

Technical support

Project management

Problem-solving

Communication

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.