Technical Account Executive

Job Description

Job Description

About defi SOLUTIONS:

It’s an exciting time to join defi!

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest-volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customize lending processes with proven, scalable performance. 

Learn more at defisolutions.com and follow us on LinkedIn.

Position Purpose:

The Technical Account Executive ( TAE)  partners with clients and the client executive team to ensure clients achieve their desired business outcomes through their defi SOLUTIONs products. This is a technical role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff. TAEs assist clients with a product’s technical aspects, are an SME on their assigned client’s business practices/product usage, and act as a relationship manager from technical perspective. They identify and mitigate technical risks, serve as a primary escalation point, and advise on best practices for platform configuration, optimization, and adoption.  Additionally, they closely align with the sales team to drive client satisfaction and ensure customer loyalty for additional opportunities.   

A successful Technical Account Executive will need to be adaptable to quickly changing technical environments, be the point of contact for escalated items to drive resolution and is responsive to product-related inquiries. TAEs are cross-functional problem solvers, identifying technical situations that put their clients at risk, proposing solutions, and bringing together the resources to implement those solutions. 

Essential Job Responsibilities:  

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Act as primary technical support escalation for assigned client(s).  
• Is a trusted technical advisor for clients, navigating them through usage and adoption, best practices, and resolution of problems. 
• Serves as an advocate for clients, manage client escalations and expectations effectively, communicate internally and externally during high profile escalations to ensure alignment and client expectations are set appropriately. 
• Analyzes business needs and translate them into use cases to address client requirements. Develop deep understanding of the client’s business, practical technical knowledge of client configurations and integrations, operational needs, and develop plans to achieve client outcomes and mitigate risks. 
• Sets priorities for development cases and can effectively work with development to unblock progress on cases and provide direction.  
• Coordinates resolution of complex technical problems with a variety of diverse applications. 
• Establishes continuous process improvements to enhance the client experience. 
• Proactively communicates changes or potential disruptions to service and advise on risk management strategies. 
• Creates and delivers executive client technical reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews. 
• Creates training and knowledge base articles on product best practices and common problem resolution in effort to help clients resolve problems themselves. 
• During major incidents, service degradations or disruptions provides regular updates and communications to clients. Partner with internal ITSM and Incident Management teams for after-hours coordination and occasional covering off-hours incidents. Communicate internal root cause analysis efforts to clients along with prevention actions taken.  
• Shares information with the Client Executive Team on relationships (e.g., a scorecard view of trends, aged items, backlog, etc.) for review.  
• Provides product and engineering teams with client feedback to help identify, resolve, and prevent support issues.  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications/ Skills:

• BS in Computer Science, Engineering or comparable field, or equivalent experience. 
• Minimum 8 years’ experience in a customer-facing role, preferably Technical Account Management, Customer Success, or Service Desk. 
• 2+ years technical knowledge of SaaS platforms. 
• Ability to create profound experiences for our clients (internally and externally). 
• Ability to manage and diffuse difficult conversations/situations with professionalism. 
• Strong troubleshooting and problem-solving skills and ability to drive to solutions.  
• Experience with escalation and risk management procedures.  
• Excellent written, verbal and communication skills; experience communicating effectively at all business levels.  
• Ability to prioritize and manage multiple projects, clients, and activities, including ability to negotiate client expectations effectively. 
• Passionate about client satisfaction and can successfully represent the defi brand. 
• Knowledge of software development process and design methodologies helpful. 
• Experience leading efforts of cross-functional teams to facilitate resolution or closure of client needs or projects. 

Travel required:

• Less than 25% 

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.