Experience Inc. Jobs

Job Information

Beyondsoft Consulting Technical Account Manager in United States

GrowthMindset is seeking a Technical Account Manager for one of our clients for a remote full-time direct-hire position.

  • Own and manage customer relationships; act as a main point of contact for clients and escalated issues, addresses client’s more complex technical product needs.

  • Collaborate internally with all supporting resources to provide support for clients and all related customer issues through to resolution.

  • Understand and work toward short/long term goals and objectives as it relates to all software products.

  • Use Product Management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions.

  • Provide proactive product training for clients as required.

  • Oversee and monitor customer requests/issues in ticketing system.

  • Provide frequent reports/tracking on customer issues, feedback and resolution.

  • Communicate updates to customers and provide resolution to systemic issues.

  • Communicate sales/upgrade opportunities to Inside Sales team, and provide assistance with training and demonstrations, as needed.

  • Lead support efforts in a high-volume support environment, including online messaging and phone, and quickly respond to client question and concerns.

  • Prioritize workload to meet Key Performance Indicator (KPI) metrics set by management in order maintain high-level customer experience. Participate in creating KPIs.

  • Build and maintain sound professional business relationships with both internal co-workers and external customers.

  • Manage specific accounts as identified in the Company’s database and/or new accounts as assigned.

  • Create and maintain self-help documents and educational videos.

  • Collaborate in creating and maintaining test, survey and invoice forms.

  • Review/verify and update water purveyor contact information.

  • Identifies and escalates system or reporting issues or any issues which require additional support.

  • Improve the department's overall efficiency and productivity by recommend enhancements

  • Identify areas for improvement and “best practices” and make recommendations to management.

  • Perform all other duties as assigned.

QUALIFICATIONS:

  • 5-7 years of customer service/technical support experience is preferred.

  • 2+ year(s) experience in the backflow, water or plumbing industry is a plus. Diversified product knowledge and understanding.

  • Technically-oriented individual with a high technical-aptitude. Must possess strong computer software skills (familiarity with social media, email, CRM, spreadsheets, and document programs).

  • Proven ability to understand and explain details of a technical software solution to both technical and non-technical audiences alike.

  • Customer-centric mindset, able to translate customer issues and needs into solutions.

  • Ability to work under pressure, multi-task, and prioritize.

  • Proficient with MS Office Suite (Outlook, Word, Excel, PowerPoint).

  • Highly-motivated, self-starter who can handle workload and take initiative.

  • Strong team player, work ethic and committed to the job.

  • Excellent written and verbal communication skills.

  • Well organized and structured, able to manage multiple tasks simultaneously.

  • Quick learner with high energy and a positive attitude.

  • Comfortable working in a fast-paced and dynamic environment.

  • Ability to patiently train customers on product features.

  • Experience in the backflow, water or plumbing industry is a plus.

EDUCATION:

  • Bachelor’s Degree or equivalent experience preferred.

*PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

*WORK ENVIRONMENT:

  • Work in office environment or Work in a manufacturing environment

  • May occasionally be required to perform job duties outside the typical office setting.

*As required by the Americans Disabilities Act (ADA)

ID: 2019-6338

External Company Name: Growthmindset

External Company URL: http://growthmindset.com/

Post End Date: 9/30/2019

DirectEmployers