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Active Network Technical Account Manager in United States

The Technical Account Manager is a technical expert who works collaboratively with Account Management and cross-functionally with Product and Development. Their goals are to drive performance and growth with the client, provide guidance on maximizing client experience with ACTIVE products, and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.

Responsibilities:

  • Perform a deep dive review of the clients business systems requirements and understanding of relevant business operations

  • Successfully migrate top clients from old software by providing client specific gap analysis, detailed communication, and thorough training sessions.

  • Provide direct, daily support to key clients by troubleshooting simple issues and questions across applications, resolving issues, answering questions (via email and phone). Coordinate with Tech Support for more complex issues.

  • Record support work in Salesforce.com

  • Following up with internal departments regarding product issues, bugs, developments etc and feeding this information to both the client and AM

  • Report and manage any client impacting product escalations. Collaborate with product team to troubleshoot and effectively resolve with minimal impact to client and customers.

  • Provide timely and ongoing communication to client.

  • Develop and maintain strong business relations with top-end A clients.

  • Work closely with the AM to understand the best ways to maximize both the relationship as well as revenue for Active

  • Provide in-person and web-based custom trainings regarding product functionality across multiple software applications.

  • Collaborate with product teams to design, review, and test new product enhancements that meet the needs of clients.

  • Communicate to Partner and Local Licensees product releases, and roadmap updates

  • Travel to events to help manage onsite solutions and provide continual process improvement consultation.

  • Continuously search for innovative ways to improve the customer experience

Requirements and Skills:

  • Experience and demonstrated ability to prioritize and multitask in a deadline driven high pressure environment

  • Experience and demonstrated ability to provide an outstanding level of customer service.

  • Ability to develop professional relationships and provide support via phone based and email based communication in a professional, polite and articulate manner

  • Technical Orientation and the ability to quickly learn new technology

  • Bachelor degree required

  • At least 3 years of Technical Support Experience

  • At least 1 year of experience as a key point of contact for large/strategic clients.

  • Proficient in Microsoft Office

  • Strong attention to detail

  • Good problem solving skills with the ability to think creatively

Must be team oriented with the ability to work independently

Perks and Benefits:

  • Competitive compensation + benefits, including health, vision, dental, pet insurance and 401k with matching.

  • ACTIVEx, our award-winning employee participation program, will help you grow personally and professionally.

  • Hookups and discounts for races, events, tickets, activity gear, bike purchase program and more!

About ACTIVE Network®

ACTIVE Network® is on a mission to make the world a more active place by connecting people to the things they love, want and need to do. Our SaaS technology platform offers intelligent and intuitive registration, secure payment processing, insightful data and services to help organizers drive increased participation and revenue while streamlining administration. We also engage over 13M participants on behalf of over 27,000 organizers through our global marketplace for activities and events. The partnerships and data insights achieved through our diverse customer base fuel innovations and allow us to deliver best-in-class solutions. The markets we serve include: Race and Events, University Athletics and Programs, Camp and Classes, Swim Programs, YMCA Management, Park & Recreation Management, and more. Founded in 1999, ACTIVE Network is headquartered in Dallas, Texas, with offices throughout North America, Europe, and Asia. We are part of Global Payments Inc.(NYSE: GPN), which has been delivering innovative payment solutions for over 50 years. For more information, please visit ACTIVEnetwork.com.

ACTIVE Network® is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

#LI-RH1

Requirements and Skills:

  • Experience and demonstrated ability to prioritize and multitask in a deadline driven high pressure environment

  • Experience and demonstrated ability to provide an outstanding level of customer service.

  • Ability to develop professional relationships and provide support via phone based and email based communication in a professional, polite and articulate manner

  • Technical Orientation and the ability to quickly learn new technology

  • Bachelor degree required

  • At least 3 years of Technical Support Experience

  • At least 1 year of experience as a key point of contact for large/strategic clients.

  • Proficient in Microsoft Office

  • Strong attention to detail

  • Good problem solving skills with the ability to think creatively

Must be team oriented with the ability to work independently

Perks and Benefits:

  • Competitive compensation + benefits, including health, vision, dental, pet insurance and 401k with matching.

  • ACTIVEx, our award-winning employee participation program, will help you grow personally and professionally.

  • Hookups and discounts for races, events, tickets, activity gear, bike purchase program and more!

About ACTIVE Network®

ACTIVE Network® is on a mission to make the world a more active place by connecting people to the things they love, want and need to do. Our SaaS technology platform offers intelligent and intuitive registration, secure payment processing, insightful data and services to help organizers drive increased participation and revenue while streamlining administration. We also engage over 13M participants on behalf of over 27,000 organizers through our global marketplace for activities and events. The partnerships and data insights achieved through our diverse customer base fuel innovations and allow us to deliver best-in-class solutions. The markets we serve include: Race and Events, University Athletics and Programs, Camp and Classes, Swim Programs, YMCA Management, Park & Recreation Management, and more. Founded in 1999, ACTIVE Network is headquartered in Dallas, Texas, with offices throughout North America, Europe, and Asia. We are part of Global Payments Inc.(NYSE: GPN), which has been delivering innovative payment solutions for over 50 years. For more information, please visit ACTIVEnetwork.com.

ACTIVE Network® is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

#LI-RH1

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