Technical Account Manager

Smart Communications group; United States; Remote; USD 60,000 - 110,000; Full time

Job description

Technical Account Manager

Brief Description

Are you looking to sink your teeth into a pivotal role within a growing Customer Success team? Are you excited by the tech space and want to join an innovative, market leading organization? Do you want to work for a fast-paced global company? If the answer to these questions is yes, then we want to hear from you!

Summary

As a Technical Account Manager (TAM) at Smart Communications, you'll play a key role in ensuring our customers realize maximum value and ROI from our products and solutions. This is a new role in the organization, aimed at leveraging your industry knowledge, product expertise, and business acumen to act as a technical advisor for our most important accounts. You’ll build relationships with key stakeholders, working cross-functionally to remove blockers and ensure our customers achieve their desired outcomes. Successful candidates must have the ownership to drive identified priorities to completion, influence stakeholders at every level, and work effectively in a collaborative environment.

About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific.

Who are you?

The ideal candidate will possess a strong blend of technical expertise, outstanding communication abilities, and a deep passion for fostering meaningful relationships with both customers and internal teams. In this role, you will drive transformation within enterprise environments, often navigating complex systems and competing priorities. As a key member of the Customer Success Management organization, you will be instrumental in promoting product adoption, optimizing utilization, and ensuring customer satisfaction with our SaaS solutions. Demonstrated success and concrete examples of how you’ve achieved these outcomes in previous roles are critical.

The responsibilities of the role include:

• Serve as a trusted technical advisor for key accounts, guiding customers to maximize value and ROI from Smart Communications’ solutions.
• Cultivate and maintain strong, strategic relationships with key stakeholders to support long-term success.
• Collaborate across departments to proactively identify and resolve obstacles, driving a seamless experience.
• Lead initiatives to drive product adoption, optimize utilization, and ensure high levels of customer satisfaction with our SaaS platform.
• Advocate for and facilitate transformative change within enterprise customers, navigating complex environments and aligning with their priorities.
• Take ownership of projects and client relationships, ensuring successful outcomes and measurable impact.

What we’re looking for:
Must have skills/experience:

• Proven success in technical customer-facing roles, such as Customer Success or Professional Services.
• In-depth knowledge of XML and XSD.
• In-depth knowledge of JSON and JSON Schemas.
• Familiarity with Extensible Stylesheet Language Transformations (XSLT).
• Experience with cloud storage solutions (Amazon S3, Azure Blob, Google Cloud Storage).
• Basic to intermediate JavaScript expertise.
• Familiarity with RESTful APIs.
• Familiarity with E-Signature tools e.g. OneSpan and DocuSign.
• Familiarity with Cloud CRM tools e.g. Salesforce and MS Dynamics.
• Familiarity with Web Forms.

Advantageous skills/experience:

• Industry expertise and known best practices in the SaaS CCM (Customer Communications Management) space.
• Experience with XSL Formatting Objects (XSL-FO).
• High level understanding of containerized development (Docker and Kubernetes).
• Ability to navigate and perform basic commands in Red Hat Enterprise Linux.
• Experience with batch and shell scripts.
• Familiarity with Database technologies e.g. MS SQL, PostgreSQL, MySQL.
• Familiarity with SSO technologies e.g. SAML 2.0 and or OpenID Connect.
• Experience Integrating SOAP web services.
• Experience with troubleshooting cloud solutions.
• SmartCOMM, SmartDX, and SmartIQ experience.

We look for the following SMART values in everyone we hire at Smart Communications:

• Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
• Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
• Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity.
• Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things.
• Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers.

What’s the deal?

We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive.

In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including extensive health, dental and vision insurance, employer-funded health savings account, flexible spending plan, life and AD&D insurance, short and long term disability insurance, gym membership reimbursement, and 401K contribution, as well as 18 days’ holiday allowance plus an additional day off on your birthday!

This role is fully remote with occasional travel required.

So if we interest you, please let us know by applying for this position and tell us all about yourself.

Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of color, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

To learn more about Smart Communications visit:

https://www.smartcommunications.com/