Technical Account Manager

3 weeks ago

Halifax, Canada Riva International, Inc. Full time

The Riva Sales team is growing, and we’re looking for a mid-career or senior technical sales professional ready for their next challenge If you have experience managing significant account relationships, clarifying, and educating customers on software capabilities, and driving customer solution adoption, the Technical Account Manager role may be the right fit. Your experience working for a CRM vendor, CRM implementation partner, or related software/cloud company allows you to hit the ground running You have a proven track record of driving customer satisfaction and adoption and can help sales expand existing strategic accounts. You can identify and assist in growing a quality opportunities pipeline through your regular exposure to select customers deploying or evaluating Riva solutions.

**WHAT YOU WILL BE DOING**

**More specifically, your duties will include**:

- Aligning customers to patterns and practices and providing high-level technical guidance on the recommended configuration and products to grow the existing business.
- You will be responsible for advancing customers’ integration maturity by providing ongoing guidance at scale around common patterns and best practices - think webinars, training sessions, and technical tutorials.
- You will use systems to analyze data around usage/health and identify and address any business or technical concerns or blockers for customers in poor health.
- You will establish relationships with customers’ key stakeholders, building a reputation for yourself as someone they reach out to for advice and guidance, listening to and synthesizing complex business and technical problems.
- Monitor, request, and compile customer product and service feedback for communication to the appropriate resource.
- Ensure consistent positive customer experiences by providing oversight and management for deployment planning, solution adoption, and technical issue resolution.
- Conduct periodic stakeholder meetings and quarterly business reviews and maintain an accurate record of discussion and action items and provide monthly account reporting to internal stakeholders.
- Develop a continuous product education and awareness program and deliver training sessions as required.
- Troubleshoot customer concerns and work with the management team to ensure that critical issues are documented and escalated expeditiously for resolution.
- Serve as a customer advocate and report customer feedback internally to Sales, Success, Services, Product Management, and Engineering.
- Whiteboarding and technical sessions with customers and partners.
- Support targeted sales opportunities and perform product demonstrations.
- Be a Subject Matter Expert for peers both internal and external.
- Take on a leadership role as necessary to lead and drive projects.
- Provide pre-sales support for new and existing customers, coordinating closely with assigned Account Executives.
- Communicate customer and field engineering knowledge and feedback to internal resources.
- Communicate and facilitate joint development with partners in a technical capacity.
- Provide regional tradeshow support.
- Work closely with account executives and inside sales reps.
- Content creation for demo materials.
- Train select channel partners on how to use and sell Riva products.
- Participate in the onboarding and training of new Account Executives.
- Perform other duties as may be required from time to time.

**WHAT YOU BRING TO THE TABLE**
- Bachelor’s degree from an accredited university.
- Minimum of five years of successful enterprise sales experience with the full sales cycle from discovery to closure.
- Strong work ethic and ability to successfully network and prospect for opportunities.
- Exemplary writing and presentation skills (online sales discussions & demonstrations, blogs).
- Ability to execute, lead and work independently, bring a quick resolution to problems, and propose innovative solutions.
- Ability to quickly grasp technical and business concepts and explain them clearly and concisely.
- Ability to create simple visuals and animations to elevate the learning experience for customers.
- Work effectively in a fast-paced environment and revise content in a structured manner.
- Passionate about technical sales and working with customers.
- Ambitious and self-motivated with a high emotional IQ.
- Highly coachable with a strong desire to improve and grow professionally.

**Bonus points for**:

- Bilingualism (French and English).

**MORE ABOUT RIVA**

We offer a work culture that fosters diversity, equity, inclusion, and fun. Where curiosity is rewarded, and each day offers the chance to learn, grow, and contribute to the efforts of people you like, respect, and value.

**WHAT WE BRING TO THE TABLE**

The total compensation package includes:

- RRSP/IRA matching
- Paid vacation starting with 3-weeks
- Paid wellness time allows for flexible discretionary allocation for mental health, personal benefits, and persona

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