Technical Account Manager

Under the direction of the Manager, Technical Account Management, the Technical Account Manager will proactively resolve our customers’ technical challenges, optimize their solutions and help them avoid issues before they happen by ensuring environmental stability for their sites. You’ll be a post-sales technical resource for clients and go-to contact during customer service events, providing best practices and simplifying technical concepts within the solutions.

Our TAM team strives to exceed customer expectations and drive high levels of satisfaction through strategic technical recommendations and being value-added advisors. This team directly impacts the success of customers and our organization through their technical expertise, in-depth product knowledge, and ability to build strong relationships.

What You'll Do:

• Act as a trusted and strategic technical advisor with customers to drive continued solution optimization and value of our products & services
• Ensures best practices are adhered to within the customer's environment and delivers consistent service levels by exceeding customer expectations and avoiding customer escalations
• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to customer requests, field change orders (FCO), and reconfigurations, and is engaged on all upgrade and execution plans
• Maintains awareness of all complex service matters and activities to support the clients’ organizational initiatives, including attending technical solutions implementation calls as available
• Monitor support interactions, advocate for customer needs and proactively respond to and escalate issues cross-departmentally to help resolve complex technical customer concerns that surpass standard support capabilities
• Report on weekly, monthly and quarterly KPI’s or SLA’s, which includes, and not limited to, technical performance trending, code-level review/recommendations, and a review of relevant service requests open within a customer's environment
• Work cross-functionally with the assigned account team (Sales, Customer Success and Support) to find opportunities for new usage of company products and ensure effective coordination and use of internal technical resources
• Perform technical account reviews and help identify and/or develop Education training add-on’s, upsell and cross-sell opportunities based upon customer environment technical observations
• Maintain current functional and technical knowledge of an assigned product suite and future products or roadmap enhancements to help explain complex technical concepts and teach best practices to clients and team members
• Present complex technical information in a group setting and share best practices for our solutions to clients, internal employees, and other stakeholders both virtually or in-person meetings and during the Annual Connect Conference and other industry tradeshows, conferences and events as required
• Provide some mentorship and coaching to junior team members within Customer Success, fostering their professional growth and development, assisting them as assigned and maintaining concurrent workload
• Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes
• Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required, up to 25%
• Additional duties as assigned

Requirements:

• Degree or equivalent combination of education and experience
• Proven experience working in a technical client services or related position, preferably in a SaaS-based organization and/or Fire, EMS, or healthcare related industries
• Experience implementing and supporting complex technology solutions, preferably with exposure to larger projects or long-term initiatives
• Proven to be a proactive self-starter and work independently within a highly collaborative and team-oriented environment
• Strong verbal and written communication, including presentation and interpersonal skills and the ability to influence others to achieve results
• Strong time management skills, proven ability to succeed in a fast-paced environment and can quickly adjust to changing priorities
• Strong attention to detail and analytical, problem-solving and critical thinking skills
• Excellent triage, technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems
• Experience coaching or mentoring junior team members to help skill development
• Ability to identify areas for improvement and willingness to share best practices with others to help elevate and accelerate organizational results
• Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals
• Strong technical aptitude and experience with account management tools and technologies, such as web-conferencing (MS Teams, join.me), and Salesforce
• Knowledge of the software development lifecycle and scrum/agile preferred
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel based on customer and business needs and the location of customers, up to 25%

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed.

Position Salary Range: The annual base salary range for this full-time role is $75,000- $95,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications.

ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at View phone number on us.fitly.work, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

ImageTrend participates in the Electronic Employment Verification Program (E-Verify) to validate employee Form I-9 documentation. Please visit everify.gov to learn more.