Note: The job is a remote job and is open to candidates in USA. Routeware, Inc. is the industry leader in providing software and data analysis for waste and recycling programs. The Technical Account Manager serves as a technical advocate for customers, working closely with the Customer Success team to ensure customer satisfaction and drive product enhancements.
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%
Skills
- 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
- Accounting/Billing SaaS background highly desired
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 Friday's
Company Overview