Note: The job is a remote job and is open to candidates in USA. ActivTrak is a SaaS company providing workplace analytics and productivity management solutions. The Associate Technical Account Manager serves as a technical resource for strategic customers, managing their technical needs, supporting account health, and maximizing value from the ActivTrak platform. The role partners with Customer Success, Sales, Engineering, and other cross-functional teams to troubleshoot issues, deliver configuration checks, and communicate solutions.
Responsibilities
- Manage the support ticket queue for assigned accounts:
- Employ active, empathetic listening to deeply understand customer scenarios, and lead cross-functional collaboration to deliver creative troubleshooting and tailored solutions
- Relay customer feedback and patterns to aid in product improvement
- Create and monitor engineering tickets for high-severity or complex cases, advocating for customers by providing proper impact analysis, ensuring accountability, and driving progress toward resolution
- Provide clear and frequent communication throughout the support process, scheduling and leading calls when necessary to enhance efficiency
- Prepare and present Health and Configuration Checks:
- Collaborate with ActivTrak Sales and Success teams throughout the customer lifecycle to deliver impactful customer engagements
- Review account configuration and data, share best practices, and identify actionable recommendations that will provide added value in line with the customer’s goals and objectives
- Provide miscellaneous technical support for unassigned accounts that require active mitigation as flagged by Customer Success
Skills
- 2-3 years of experience in customer-facing technical support roles such as: Technical Account Management, Technology Consulting, Technology Solutions Development, Solutions Architecture, Cloud Computing, System Management, Technical Support Engineering
- Advanced experience troubleshooting web applications and both Windows and MacOS operating systems
- SQL and Python scripting experience
- Networking knowledge such as Routing, Firewalls, Proxies, and general knowledge of cloud security applications
- Familiarity with system and policy management applications such as GPO
- Familiarity with cloud services such as Azure AD, Intune, BigQuery
- Familiarity with BI applications such as PowerBI, Tableau, Google Looker Studio
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of an organization
- Ability to explain complex technical concepts in business-friendly terms
- Ability to confidently adapt to unexpected turns in a conversation while staying focused on key objectives
- Ability to map business requirements into technical features and explain customer needs to internal partners
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
Benefits
- Remote within the US
- Minimal travel
- Limited physical demands
Company Overview
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