The Technical Account Manager functions as the primary point of contact for high profile Daptiv accounts. Responsible for delivering a proactive and customized approach in supporting the customer, designed to address the specific needs of the customer and Daptiv.
Answer telephone, email or Internet-based inquiries from customers regarding company products, training, technical difficulties and any other questions. Analyze issues with web-based software applications to identify problem area(s) and recommend corrective action. Serve as the point of contact on all assigned customer situations, manage the cases to ensure issues are addressed internally and drive the solution process to conclusion. Focus on delivering solutions to customers and maintain a log of well documented issues and contact so that trends can be readily identified.
Develop and maintain positive customer relations; coordinates with various departments/functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial or product standpoint.
Responsibilities
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate solutions to customers.
• Report software issues, provide in-depth analysis and proposed solutions to Product Development.
• Assist Consultants with implementations and project work.
• Work as part of a highly-skilled, motivated and cooperative team, with both shared responsibilities and direct ownership of issues.
• Assist with documentation reviews and quality assurance testing as needed.
• Collaborate with customer to ensure successful ongoing use of Daptiv PPM.
Required Qualifications:
• Four to six years of technical support and customer management experience.
• Strong oral and written communication skills.
• Excellent issue management and problem solving skills.
• Demonstrated technical ability
• Candidate must be willing to work different shifts and/or carry a pager on a rotating basis.
• Experience in a high paced support environment and Account Management is preferred
- Location: Seattle, Wa
- Compensation: Depends on experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.