Technical Account Manager

Responsibilities

• Provide product expertise to clients and develop a deep understanding of client’s business practices and operating environment.
• Monitor support request flow for assigned clients and aggregate common issues for broader resolution (i.e. product enhancements, training, etc.).
• Become intimately involved with clients’ configurations and architecture to assist with outcomes.
• Work closely with PDE (Product Development & Engineering) to identify features and functionality that are trending among Routeware customers that will provide more value to customers, as well as provide opportunities for revenue growth.
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
• Develop and understand the client’s technical environment, product configurations, and business processes.
• Liaise with engineering teams to resolve escalated technical issues where appropriate.
• Assist with challenging client requests or issue escalations as needed.
• Cultivate a strong culture of talent development.
• Instill a customer-first culture, focused on placing Routeware customers at the forefront of every business decision.
• Focus on scalability and a growth mindset with a detailed focus on providing exceptional service to Routeware customers.
• Understands Routeware technology, product offerings, and industries served.
• Fosters and promotes innovative thinking and collaboration across teams.
• Mentors team and cross team members, helping them to develop skills and capabilities in support of their professional growth.
• Leads and contributes to Account Management initiatives as needed.
• Ability to travel up to 50%.

Qualifications

• A customer-centric mindset with a focus on delivering exceptional service.
• Deep Technical knowledge including the ability to understand data structure, pseudo code, and/or a mastery of data centric tools like Microsoft Excel.
• Strong relationship-building skills.
• An excellent reputation as a reliable, customer-focused professional who can react quickly to problems while working in a fast-paced & dynamic environment.
• Capable of effectively managing multiple projects, teams, time zones, etc.
• Ability to work at a strategic level while working on change management, process implementation, etc.
• Exceptional communication skills (both written and verbal).
• Process-oriented and highly organized with the ability to establish comprehensive execution plans.
• Problem solver with a solution-oriented mindset.
• Ability to motivate teams and help drive a customer-focused and obsessed culture within the organization.
• Ability to manage expectations and requirements of internal and external stakeholders while performing day-to-day.

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance).
• Paid parental leave.
• Medical and Dependent FSA.
• 401K match.
• Unlimited PTO.
• Ten company holidays.
• 1 Volunteer day.
• Summer Fridays.