Note: The job is a remote job and is open to candidates in USA. Brooksource is part of the Eight Eleven Group family of companies and provides staffing and employment services. The Technical Account Manager will support secure QR-code and digital product passport deployments, resolve complex technical issues, optimize customer configurations, and build strategic relationships with enterprise clients. The role will also support account growth, product feedback, AI-enabled support tools, and customer help-center content.
Responsibilities
- Own technical support for both day-to-day questions and complex issues
- Ensure our customers have an optimal solution setup and configuration given their business goals
- Identify and resolve technical challenges that prevent customers from achieving their goals or maximizing the ROI of Scantrust solutions
- Build strong, long-term relationships with clients, acting as a trusted advisor and key point of contact for Enterprise Accounts
- Hold Quarterly Business Reviews (QBRs) and/or Executive Business Reviews (EBRs) for Enterprise Accounts
- Identify upsell and cross-sell opportunities by comparing MEDDPICC insights against account configuration and setup
- Implement cutting-edge technical support tools and approaches, including AI
- Test new product features, communicate benefits to customers, and share product feedback with the product and development teams
- Grow our help center content, including step-by-step guides, tutorials, and best practices for customers
Skills
- • 2-5 years of experience in a technical support or technical account management role • Fluency in written and spoken Spanish • Fluency in written and spoken English • Currently residing in or near the Twin Cities • Prior experience in a start-up or scale-up environment • Proficient in customer support ticket management and CRM systems • Proficient in technical writing and/ or Help Center documentation • Proficient with data organization, analysis, and reporting in Excel/ Google Sheets • Enjoys relationship building, both internally and externally to the organization • Experience working with Sales, Marketing, and Product • Passionate about shaping an inspiring company culture
- • Experience establishing new projects and teams; thrives in entrepreneurial environments • Experience applying sales qualification methodologies such as MEDDPICC in discovery conversations • Has proficiency in using generative AI tools at work, especially for data extraction, analysis, and display • Experience using scripting and command-line tools to investigate customer issues
Benefits
- Competitive medical coverage
- Dental coverage
- Vision coverage
- Health Savings Account (HSA)
- Dependent Care FSA
- Supplemental coverage
- 401(k) plan with a company match, fully vested after becoming eligible
- Paid time off
- Sick time
- Paid company holidays
- Employee Assistance Program (EAP), including virtual counseling, financial services, legal services, and life coaching
- Remote work
Company Overview
Company H1B Sponsorship