What are the responsibilities and job description for the Technical Account Manager position at Software Guidance & Assistance, Inc. (SGA, Inc.)?
Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Account Manager for a Contract assignment with one of our premier SaaS clients in Lehi, UT.
Responsibilities :
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
Responsibilities :
- Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
- Maintain regular communication with both the external and internal teams, constantly handling customer expectations
- Engage with Director and VP-Level executives to translate business needs into technical and operational plans
- Work hands-on with Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the
- Consulting practice to address issues, questions, and requests
- Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
- Analyze and present impactful data and insight to leadership
- Demonstrate knowledge of your customers' environments to assist service teams in better serving your customers
- Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with services, sales, and product teams
- Ensure timely response and resolution to technical and product outstanding items
- Assess and document customers' technical environment to reveal ongoing insight and improvement opportunities
- Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and guidance
- Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
- Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
- Provide proactive status updates to required parties
- Host periodic checkpoint and status calls with customer and internal partners
- Identify enablement goals and plans
- Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
- Bachelor's Degree in related field of the technical industry or equivalent experience
- At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
- Exceptional CX focus and abilities
- Demonstrable ability to adapt to new technologies and learn quickly
- Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
- Professional demeanor, ability to collaborate with and lead teams with dynamic strengths, and presenting with client managers, directors, and VPs including CMOs and CXOs.
- Excellent, sophisticated written and verbal communication skills
- Strong conflict resolution and negotiation skills
- Tenacious in driving closure around blocking issues and open technical issues
- Strong personal organization skills, as well as prioritization and time management skills
- Ability to manage multiple, sophisticated, high-priority tasks and situations across multiple accounts
- Excellent problem-solving skills, with a validated ability to identify issues, tackle them quickly and thoroughly, using peers and internal resources as applicable
- Travel to client locations as (approximately 15-20 percent)
- Familiarity, awareness, or strong solid understanding of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework Tagging and implementation familiarity or experience
- Analysis principles and interpretation experience
- Understanding of and experience with marketing software and domain principles
- Familiarity with Agile development methodologies, such as, Scrum
- Familiarity with SaaS UX and navigation
- Understanding of performance tuning and optimization
- Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, solving, upgrading, integration and client/server operations is desired
- Understanding with debugging coding languages API-level knowledge of third-party applications is a plus
- Experience and familiarity with the following solutions (a plus but not a hard requirement): Adobe Experience Manager, Adobe Workfront or Adobe Experience Platform
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
Videographer
Okta Test Account -
Lindon, UT
Account Manager
Nutra Connection -
Spanish Fork, UT
