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17 May 2017

Full-Time Technical Account Manager

Spredfast – Posted by kmahood@spredfast.com Sydney, New South Wales, Australia

Job Description

Job Summary:

Spredfast is seeking a Technical Account Manager (TAM).  This candidate will spend equal amounts of time working with Customer Support, Product Management, Customer Success Services, to provider a higher level of support.  They will need to understand our customers – how they utilize the Spredfast platform, their user headaches, and what is considered a “success” for their organization.  This person will also need the technical expertise to speak with our Customer Support and Development teams to ensure they understand an issue, and to communicate these details across multiple groups internally.  This person will also need to be highly organized – they will need to balance multiple priorities, while maintaining a flow of information between multiple groups within Spredfast.  Travel may be required – up to 20%.  Passport required.

Responsibilities:

  • Manage a curated list of Accounts – based on customer temperature, contract value, and escalation need
  • Handle all incoming technical support tickets for managed customers
  • Bug and Feature tracking, based on managed accounts
  • Proactively reach out to managed customers when issues are identified
  • Work with Customer Partners, and Sales Directors, to identify customer pain, support trends, and areas for improvement
  • Monitor and track customer activity through Gainsight, Jira, and Zendesk, metrics
  • Provide routine updates to multiple levels regarding customer status – ticket metrics, feedback on recent interactions, and closure of short-term projects
  • Partner with Customer Success Operations to provide feedback to more accurately identify customer health
  • Be able to take on short-term accounts – provide routine customer updates – and transition back to standard support, as necessary

Requirements:

  • Bachelors Degree, Associate Degree, or equivalent experience
  • 3+ years work experience minimum
  • Excellent written and verbal communication skills
  • Bi-lingual preferred
  • Excellent problem solving and time-management skills
  • Ability and willingness to work within scheduled hours
  • Ability to speak clearly, and concisely, when answering incoming calls
  • Proven client management skills, with a “client-first” attitude
  • Functional knowledge of SaaS platforms preferred
  • Knowledge of social media platforms, services, and best practices
  • Ability to acquire new knowledge and skills independently
  • Ability to analyze information and make recommendations or decisions in a dynamic, fast-paced environment
  • Database/SQL, HTML, CSS, or scripting experience preferred but not required
  • Highly organized and detail oriented

The Perks at Spredfast

  • Flexible paid time off
  • New Mac laptops provided for all new employees
  • Mobile phone allowances
  • Competitive compensation and equity package

About Spredfast:

Spredfast is a social software company and platform, headquartered in Austin, Texas with offices in New York City, London, Madison, Wisconsin, and Sydney, that seeks to connect every company in the world with the people that they care about the most. Spredfast’s “Smart Social” software enables companies to manage, integrate, and amplify social content across any digital touch point. With global reach, Spredfast customers have managed more than one billion social connections across 84 countries. Today, Spredfast helps more than fifty percent of Interbrand’s 2015 World’s Best Brands to create first-class social experiences.

Search Firm Representatives Please Read Carefully:  

Spredfast, Inc. is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails.  All resumes submitted by search firms to any employee at Spredfast via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Spredfast.  No fee will be paid in the event the candidate is hired by Spredfast as a result of the referral or through other means.

How to Apply

Please apply on our careers page per this link.    

Job Categories: Sales and Business Development. Job Types: Full-Time. Job Tags: account management, computer software, customer success, marketing, saas, and technical support.

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