Are you self-motivated with a proven record of success in technical support roles within mobile or software companies and a talent for building customer relationships? Our highly-dynamic start-up is seeking an organized and analytical Technical Account Manager to join us at our office in downtown Durham, NC. Local candidates strongly preferred.
Provide technical troubleshooting and account analysis for existing customers and oversee customer technical issue resolution to maximize revenue
Support Sales & Business Development by providing technical support during new customer implementation and daily account management
Refine and manage customer technical support processes and documentation
Manage the on-boarding and implementation process for multiple, concurrent customers
Convey the technical integration status and specifications of new and existing customers
Work within cross functional teams to resolve customer issues related to technical support and help troubleshoot technical issues
Provide direction into Product for future features and functionality that will reduce technical support requirement for customers
Act as primary technical liaison between prospect/customer and internal Sift Media teams
Monitor on-boarding and in-life support processes and report status to stakeholders on an ongoing basis
Consult with business owners on a regular basis to ensure technical support needs are addressed
Manage Accounts Receivable workflow to ensure prompt delivery of payment
Bachelor’s degree in Computer Science or equivalent work experience
2-5+ years relevant experience in Mobile or Software technical customer support
Strong understanding of SQL select statements and relational database management systems
Well organized with a sense of urgency with excellent follow-up, writing, and presentation skills
Experience in managing technical support for a large customer base
Ability to communicate effectively with customers, senior management, peers, and project staff
Experience with ad network technical support
Advertising, Professional Services/SI, or Mobile SI Firm experience
Familiarity with Android or iOS SDKs
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