- Do you live at the corner of technology and marketing?
- Is your name synonymous with your company on the lips of your customers?
- At the holidays, do your clients send YOU gifts?
If the answer to these questions is a resounding "YES", then WhatCounts wants to hire you right now as a Technical Account Manager. You’ll spend your days helping clients become better email marketers, helping them troubleshoot and understand email, find and grow their email marketing ROI, delight them with proactive advice and help, and help them navigate the choppy technological waters of email marketing.
The final test is this: do you believe and live these values?
Customer Value: your customers come first and foremost.- Urgent Ownership: when a problem arises, you rush to own it and fix it before anyone else – even before the customer realizes it’s a problem.
- Unyielding Quality: you make mistakes but never repeat them.
- Team Value: you put the team’s success ahead of your own, recognizing that when we work together, we all prosper.
If you live these values, we want to hear from you right now.
Details
What you should be able to do
- Excellent listening, written, and oral communication skills with the ability to effectively communicate at all levels within an organization.
- Minimum 2 years relevant experience.
- Strong work ethic
- Ability to work in a self-directed manner
- Strong analytical, problem-solving, and organizational skills
- Ability to learn new technology and business processes
- Ability to multi-task and manage time effectively
- Ability to get along with others and contribute positively to the team environment
- Experience providing technical support for software or web-based products
- Basic Knowledge of HTML
- A positive attitude and a sense of humor.
What you will be doing
Summary: The Technical Account Manager (TAM) is a self-motivated, quick learner who specializes in the WhatCounts proprietary platform. This person is responsible for day-to-day interactions with clients regarding technical issues. In addition, the TAM is responsible for developing a positive relationship with clients, escalating issues where appropriate, as well as providing follow up and status updates when appropriate. After an initial training period, the TAM will be assigned specific clients for whom he or she will serve as the main point of contact.
- Own the responsibility for efficiently managing a caseload of technical support cases from multiple clients
- Timely, accurate resolution of inbound technical support requests
- Troubleshoot and reproduce issues by using the WhatCounts platform and other internal tools as needed
- Obtain a fluent working knowledge of the proprietary WhatCounts technology platform
- Escalate technical support issues to the WhatCounts IT and Development teams as needed
- Log case interactions in the case tracking software used by WhatCounts
- Communicate regularly with clients on the status of case resolution.
- Fielding critical support requests for your clients from our low activity 24/7 OnCall Support pager.
How your success will be measured
- Maintain high customer satisfaction rates.
- Support other WC employees in achieving corporate, department, and office goals.
- Complete required development and training objectives for continuous learning and position enhancement.
What we will pay
Base Salary commensurate with experience and execution
Apply now!
