Manager, Technical Account Management
7 days ago
**About Flinks**
Flinks is driven by the belief that data should belong to the consumers. We enable the open, consent-based exchange of financial data while empowering businesses to connect their consumers with the services they want. Flinks connects to over 250 million financial accounts, and is trusted by hundreds of world-class companies. Flinks helps them to digitize their processes, improve their user experience, and reduce delinquency.
** What you'll be doing**
Troubleshooting
- Identifying gaps, implementation optimization opportunities, and delivering technical solutions to our customers' development and/or product teams
- Researching, diagnosing and troubleshooting implementation issues
- Interacting directly with customers to fully understand the root cause of their technical issue and present solution options
Monitoring
- Drive collaborative approaches with external teams for complex implementation, and internal teams for roadblocks removals
- Document technical knowledge in the form of process flows and manuals (internal) and produce complementary articles to our public documentation
Pre-Sales
- Provide hands-on technical support to Sales team during pre-sales process to determine implementation capabilities
- Set-up testing environments and provide support during evaluation period
Post-Sales
- Provide exceptional customer service to clients regarding implementation, product/feature/fix implementations and technical issue resolution
- Follow standard operating procedures and properly escalate unresolved issues to correct internal resources while managing the customer's expectations regarding: delivery and support
- Properly prioritize/multitask customers and manage several open issues at one time
- Meet with clients to discuss system requirements, specifications, best implementation practices and timelines
Management
- Plan, organize, direct, and evaluate the operations of information systems designed by customers
- Develop and implement policies and procedures for electronic data processing and operations
- Assemble and manage the teams of Technical Account Managers to develop, implement, and support the use of our software as a service
- Recruit and supervise Technical Account Managers and oversee their professional development and training.
**Who YOU are**
- A bachelor's or master's degree in computer science, business administration, commerce, engineering, or a related field
- 5+ years of experience in technical account management and customer experience
- Experience delivering efficient and intuitive integrations and data administration design
- Experience working directly with API infrastructure and technical products
- Experience with people management
- Results-oriented, driven, and autonomous
Flinks Toronto office is located at 119 Spadina Ave. #202, Toronto, ON, M5V 2K2.
**Benefits**
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- Paid Time Off Benefits
- Work From Home - Flexible hours
- Training & Development
- Home office budget
- Parental leave top-up
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