Technical Account Manager

Technical Account Manager

Are you an expert in web platforms who thrives on building deep, strategic relationships with clients? Do you have a track record of using your technical knowledge to drive product adoption and enjoy shifting gears from troubleshooting complex technical issues to strategizing account growth? As a market leader in secure QR-code and digital product passport solutions, our platform connects billions of physical products to the cloud, enabling brands to protect, comply, and engage at scale. We are seeking a bilingual (English and Spanish) Technical Account Manager based in the Twin Cities to elevate our deployments and customer relationships. In this role, you will support enterprise clients, ensure optimal solution setup, resolve technical challenges, and drive product adoption and account growth. You will collaborate closely with Sales, Marketing, and Product teams, and play a key role in shaping our help center content and company culture.

What You'll Do

• Own technical support for both day-to-day questions and complex issues for clients
• Ensure customers have optimal solution setup and configuration aligned with their business goals
• Identify and resolve technical challenges that prevent customers from achieving their goals or maximizing ROI
• Build and maintain strong, long-term relationships as a trusted advisor and key point of contact for enterprise accounts
• Conduct Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) for enterprise clients
• Identify upsell and cross-sell opportunities by leveraging MEDDPICC insights and account configuration analysis
• Implement and leverage advanced technical support tools and approaches, including AI solutions
• Test new product features, communicate benefits to customers, and share product feedback with product and development teams
• Develop and expand help center content, including step-by-step guides, tutorials, and best practices for customers
• Collaborate with Sales, Marketing, and Product teams to ensure customer success and drive product adoption

What You Bring

• 2-5 years of experience in technical support or technical account management
• Fluency in written and spoken Spanish and English
• Currently residing in or near the Twin Cities (Minneapolis area)
• Experience in a start-up or scale-up environment
• Proficient in customer support ticket management and CRM systems
• Proficient in technical writing and/or Help Center documentation
• Skilled in data organization, analysis, and reporting using Excel or Google Sheets
• Strong relationship-building skills with internal and external stakeholders
• Experience collaborating with Sales, Marketing, and Product teams
• Passionate about contributing to a positive and inspiring company culture
• Experience establishing new projects and teams; thrives in entrepreneurial environments
• Familiarity with sales qualification methodologies such as MEDDPICC
• Proficiency with generative AI tools for data extraction, analysis, and display
• Experience using scripting and command-line tools to investigate customer issues

What's In It For You

• Competitive medical, dental, and vision insurance plans
• Health Savings Account (HSA) and Dependent Care FSA
• Supplemental coverage options
• 401k plan with company match and full vesting upon eligibility
• Paid time off, sick time, and paid company holidays
• Employee Assistance Program (EAP) offering virtual counseling, financial and legal services, life coaching, and more
• Opportunity to shape an inspiring and inclusive company culture

Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.

EEO: We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.

Pay Disclaimer: The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.