Technical Account Manager

3 weeks ago

Toronto, Canada HICX Full time

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX

We are looking for a Technical Account Manager (TAM) or Technical Customer Success Manager (CSM) to help our customers realize maximum value and satisfaction from our SaaS products.

As a TAM you act as a trusted technical advisor to HICX customers and ensure that they maximize their investment in the HICX platform. You are responsible for the success of the customer.

You are an energetic and organized self-starter; you live and breathe technology, account management, support processes as well as incident management. You can build and maintain effective relationships with the right stakeholders and can clearly communicate technical concepts to end users and senior stakeholders alike. You will be a key driver of growth for the company by supporting the uptake of the SaaS software by end users and growing accounts. You will contribute to the ongoing development and enhancement of the SaaS product suite. You will have the opportunity to also play a key role in the development of the Customer success function in HICX.

This role is an extension of technical support, with the focus of improving customer success and facilitating engagement with HICX services teams including Support and Professional Services. Assist customers with escalation, while driving adoption and increased utilization of HICX with each customer.

We are looking for an individual that is fluent in English; a creative analytical problem solver that can communicate across a range of roles, with a passion for data and software.

**Responsibilities**
- Manage Customer accounts at all levels
- Drive successful Customer onboardings by working closely with the Customer and the software implementation team to deliver a quality onboarding experience.
- Coach and mentor your Customers in the effective use and administration of HICX.
- Develop and maintain relationships with the customer to ensure continued growth and further adoption of HICX.
- Provide hands-on guidance for Customers and introduce the customer into various services teams where required
- Manage customer escalations effectively from end to end ensuring that Customers expectations are managed throughout by facilitating communication between the customer and HICX technical teams
- Coordinate releases of new functionality by working closely with the with the deployment and service teams. Where required, participate in the testing of new functionality
- Prepare business continuity plans to enable effective response to service impacting issues
- Report to the management team with relevant information and feedback regarding Customer Accounts and their use of HICX.
- Conduct regular Customer meetings to review and discuss service performance, feedback and upcoming changes/releases
- Manage and maintain the database of key Customer data.
- Obtain regular customer feedback and ideas that can be converted into tangible actions to improve customer satisfaction and adoption.
- Identify ways to reduce support case load through education, documentation and introduction of value-added services.
- Continually track, monitor and manage customer health and identify ways to increase the return on their HICX investment.
- Drive the customers' voice within HICX by facilitating product and service feedback. Providing our teams with data to determine product priorities, customer adoption patterns and service needs.
- Own and drive Monthly and Quarterly business reviews with customers.
- Clearly advocate the success stories of your customers as they realize value from utilizing HICX to solve their business problems
- Assist the sales team to identify software and services expansion opportunities in our existing customer base

**Requirements**:

- Fluent in English
- 5+ years of experience as a Technical Account Manager or a Technical Customer Success Manager or Technical Implementation Consultant within the SaaS space or related experience
- A relentless passion for business, technology and customers.
- Strong in-person and written customer communication skills
- Strong Problem-solving skills around technical, product, and business questions
- Highly organized
- Ability to communicate effectively across various stakeholders.
- Ability to prioritize work assignments based on the needs of the department or business goals.
- Ability to work independently and be self-motivated.
- Ability to work effectively in a distributed team environment.
- SQL, SAP or Oracle experience highly preferred
- Experience in the deployment and adoption of SAAS technologies within large organizations a plus

**Benefits**
- Work from anywhere in Canada - we are a fully remote company.
- Flexible PTO - We offer 25 days of paid holiday per year + 3 Public Holidays.
- Connect and socialize with the team during our company socials and off-site events.
- We celebrate special occasions with you - like your birthday Addi

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