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Technical Account Manager

3 months ago

Canada Optibus Full time

About the position

We are looking for customer obsessed, technical individuals to join our Global Customer Success team as a Technical Account Manager. The Technical Account Manager role in Optibus requires superb technical understanding of our product, customer use-cases, and internal problem solving, along with excellent customer-facing communication. You will be the customer’s trusted technical advisor, building rock-solid relationships with our end users and their organizations in order to help them experience value on the Optibus platform.

Canada, PST working hours preferred

The main areas of responsibility for this role are:

Customer-value driven technical problem solving

  • Utilizing your deep product knowledge, help customers with refining their Optibus processes, and finding value in our product.
  • Regularly engage with users to identify and resolve pain points and drive adoption
  • Collaborate with the relevant Customer Success Manager to continuously improve customer satisfaction
  • Develop relationships with customers based on trust and deep understanding of their technical and business needs
  • Provide escalation oversight from a technical perspective
  • At times support configuration and onboarding strategic Optibus customers

Voice of the customer - internal collaboration

  • Be the voice of the customer for Product, R&D and Sales – using customer feedback and insights to further improve customer experience and enhance value.
  • Monitor Support request flow for assigned clients and aggregate common issues for broader resolution (e.g. training, product enhancements, etc), and define plans of action across teams (global support, product, etc.)
  • Advocate for customers’ priorities internally within Product, R&D, Education, Support, and other cross-functional stakeholders - within defined processes

Support account management strategy

  • Provide inputs and support for strategic business reviews with customer stakeholders to drive alignment and engagement.
  • Provide an exceptional customer experience by driving customer value

You’ll be a great fit for the role if you have:

  • A demonstrated track record of excellence in implementations, support, technical account management and / or customer success – handling customer escalations and providing technical problem-solving prowess
  • The knack for explaining complex technical concepts into easily understandable terms for customers
  • Grit and tenacity for problem-solving, and tracking down the answer
  • A high level of individual responsibility, if the ball is in your court, you can be trusted to execute or escalate the situation transparently so that others can help
  • A demonstrated track record of being a great team player
  • Clear and empathetic communications

Requirements

  • 2+ years experience providing ongoing technical solutions in a client-facing role, ideally at a B2B or B2G SaaS organization
  • Growth mindset, with a willingness to learn, adapt, and grow
  • Technical background (BSc/MSc and/or technical work experience with a proven track record of excellence)
  • Using exceptional interpersonal and communication skills, convey technical information to stakeholders with a range of technical abilities, while growing customer relationships
  • Strong analytical and technical skills
  • Self-motivation, proactive team player
  • Positive work ethic, ambitious and passionate attitude
  • Great time-management skills and ability to run multiple tasks simultaneously

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Optibus, we are dedicated to building a diverse, inclusive, and caring workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we still encourage you to apply and share with us specifically what excited you about the position. You may be just the right candidate for this or other roles.