Technical Account Manager

Last Updated Apr 14, 2019
Mid Level | W2 | On-Site | Full-Time

Description

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.

KEY RESPONSIBILITIES

  • 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

Qualifications

  • 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

PREFERRED EXPERIENCE

  • Experience with ad network technical support

  • Advertising, Professional Services/SI, or Mobile SI Firm experience

  • Familiarity with Android or iOS SDKs

The company Benefits and Perks will carry over into the job post.

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