Technical Account Manager
Outreach
Your Daily Adventures Will Include
- Act as a trusted technical advisor for Outreach enterprise customers
- Identify and troubleshoot to achieve a resolution and/or workaround for complex issues by identifying and using resources available from multiple sources
- Partner with the Account teams to represent Outreach in customer business reviews and regular meetings
- Monitor platform performance for the customer and identify vulnerabilities or opportunities to streamline and communicate your recommendations
- Identify areas to improve the customer’s support experience
Our Vision of You
- You are a problem solver and a forward thinker, you anticipate issues and optimize solutions, you are a relationship manager and a strong customer advocate
Education & Experience
- 5-8+ years of relevant technical support experience
- Experience in working with dedicated customer accounts and communicating with key stakeholders
- Background in partnering with Customer Experience teams to develop business strategies for enterprise customers
- Ability to take action quickly under pressure to address large scale issues, customer impacting events, and handling incident response
- Experience supporting SaaS products highly preferred
- Experience as a senior technical resource or technical lead role preferred
Technical skills
- Proficiency in the following:
- CRM products (Salesforce and Dynamics preferred)
- SSO
- all layers of TCP/IP
- VOIP systems (programmable voice providers such as Twilio preferred)
- Basic understanding of Sales engagement platforms, RESTful APIs, group policy
- Advanced knowledge of the latest Windows OS and Mac OS client
- Understanding of multi-product SaaS tech stacks, particularly in a Sales Operations/Sales Development environment preferred
- Server Operating Systems or experience as a Network or Systems Admin preferred