Technical Support Account Manager

Sierra Ventures; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

Phenom seeks a Technical Support Account Manager (TSAM) within our Global Customer Care team. You will be the primary technical contact for enterprise clients, delivering proactive support, solving complex issues, and guiding clients to maximize value from our HR technology solutions.

You will collaborate with Sales, Product Development, and Implementation, lead onboarding, monitor usage data, and identify upsell opportunities while staying current with industry trends to provide strategic

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in Technical Support or client-facing role.
• Strong technical acumen with SaaS platforms.
• Experience with HR tech is a plus.
• Knowledge of relational databases (SQL) and MongoDB.
• Ability to travel 25%.

Responsibilities

• Serve as main technical point of contact for a portfolio of enterprise clients.
• Build relationships with stakeholders and act as trusted advisor.
• Provide expert-level technical support, troubleshoot, and resolve issues.
• Collaborate with Sales, Product Development, and Implementation on client issues.
• Conduct onboarding and training sessions for clients.
• Monitor product performance and usage data to identify optimization opportunities.
• Analyze client feedback to suggest product improvements.
• Identify upsell opportunities within existing accounts.
• Coordinate with technical teams to resolve urgent client issues.
• Stay current with industry trends to add value for clients.

Skills

Technical Support

Client-Facing

SaaS

Databases

Communication

Education

Bachelor’s degree

Advanced technical degree preferred

Tools

MongoDB

HTML

Kibana

AWS

Job description

Job Requirements

Phenom is looking for a Technical Support Account Manager (TSAM) within our Global Customer Care team. You will play a pivotal role in ensuring the success of our clients by providing technical expertise, strategic guidance, and exceptional customer service. You will be the primary point of contact for our largest and most strategic clients, helping them navigate their support needs, fostering strong relationships, and driving successful outcomes.

TSAMs serve as frontline technical resources for Phenom customers. They deliver value by solving complex technical customer problems, providing proactive support advice, and contributing to product quality and enhancements. From problem identification to full resolution, TSAMs own and manage the customer experience, collaborating with subject matter experts, Engineering (Product Groups), and Management as needed. TSAMs provide technical expertise and are excellent communicators and service oriented professionals. As a TSAM, you will be given the opportunity to become a subject matter expert in multiple Phenom product areas and help Phenom offer best in class customer service.

What You’ll Do

• Serve as the main technical point of contact for a portfolio of enterprise-level clients, understanding their unique needs and challenges.
• Build and nurture strong relationships with key stakeholders, acting as a trusted advisor and advocate for clients within our organization.
• Provide expert-level technical support, troubleshooting, and issue resolution to ensure smooth and effective usage of our HR technology solutions.
• Collaborate closely with cross-functional teams including Sales, Product Development, and Implementation to address client issues and provide feedback for product enhancements.
• Conduct comprehensive onboarding and training sessions for clients, ensuring they have a deep understanding of our products and how to maximize their benefits.
• Monitor product performance and usage data, proactively identifying opportunities for clients to optimize their technical platform to achieve their business objectives.
• Regularly analyze client feedback and provide recommendations to improve our products and services based on client needs.
• Identify and notify the Sales team about potential upsell opportunities to expand the adoption of our solutions within existing accounts.
• Act as a crisis manager, effectively coordinating with technical teams to resolve urgent client issues and minimize downtime.
• Stay current with industry trends, emerging technologies, and competitive landscape to enhance your technical expertise and provide value to clients.

What You’ve Done

• Bachelor’s degree in a related field or equivalent work experience. Advanced technical degree preferred.
• Proven experience (5+ years) in a Technical Support or similar client-facing role.
• Strong technical acumen with a deep understanding of technology solutions, integrations, and SaaS platforms. Experience with HR Tech would be an asset.
• Strong understanding of relational databases, non relational databases (MongoDB), HTML, Kibana, AWS would be an asset(s)
• Deep understanding of Java based application, SaaS software and administration, including troubleshooting experience with Web based applications.
• Exceptional interpersonal and communication skills, with the ability to convey complex technical information to non-technical audiences.
• Ability to collaborate effectively across cross-functional teams and manage multiple client accounts simultaneously.
• Problem-solving mindset, with a proactive approach to identifying and resolving client challenges.
• Strong analytical skills, with the ability to analyze data, trends, and performance metrics to provide insights and recommendations.
• Willingness to travel (25% of the time) for client meetings, conferences, and industry events as required.

Salary

• Expected salary range $80,000 - $100,000

Please note the Salary range is subject to change in the future in accordance with Phenom’s policies