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Technical Account Manager
Uberflip, Canada
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Oct 27, 2021
Last Date
Nov 27, 2021
Location(s)
Job Description
Uberflip is a marketing technology company with 140+ employees founded in Toronto, Canada in 2012. Our content experience platform empowers marketing and sales to create engaging, relevant content destinations quickly for every campaign, audience, and stage of the customer journey. Marketing teams use our platform to scale how they incorporate content into every touchpoint and remove friction from the customer journey by surfacing the right content at the right time.
We're on the search for a Technical Account Manager!
As a Technical Account Manager, you will work directly with our largest and most strategic enterprise customers to anticipate, identify and address their technical concerns.You will become a trusted advisor and customer advocate to accounts within your assigned portfolio. You will learn the customer’s environment; deliver expert technical support and understand and champion their needs. You will manage mission-critical support escalations and serve as an active member of the account team.In this role, you will be responsible for working with key customer contacts at multiple levels ranging from technical amp; admin to senior executives. You will help identify Martech objectives, discover customer pain points, offer recommendations, and recognize current and future Martech needs. You will play an integral part in helping our customers realize value by providing proactive guidance and making recommendations for operational best practices, both at tactical and strategic levels.In this role, a key element is ensuring the highest levels of Customer Engagement. Through regular touch points with your assigned customers, you will build deep relationships and use these relationships to drive conversations which ultimately help to assemble detailed profiles of our customers. Through the collection of data, and a deep-rooted interest in asking questions, you will leverage your position as a trusted advisor to inquire about and understand key initiatives within your customer base and strive to identify areas where Uberflip products might help to achieve those goals.What you will be doing:- Partner with clients and help them optimize the use of Uberflip products and services by understanding the customer’s request thoroughly combined with in-depth technical knowledge.
- Become the 'trusted technical advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously.
- Apply in-depth troubleshooting and debugging skills along with your knowledge of martech systems and applications to get to root cause of the customer’s issue. Set up test environments to mirror the customer’s production set-up and perform tests using customer’s data or representative data. Apply testing methodology and debugging skills to narrow down the problem as needed. Communicate effectively with the Uberflip Engineering team with step-by- step instructions to reproduce the issue and findings to identify root cause.
- Partner with clients and help them follow best practices and optimize use of Uberflip Software. Identify opportunities to upgrade or provide additional products or services so that they meet customers’ needs effectively and address customer pain points.
- Work closely with and be responsible for escalating issues across multiple business units within Uberflip (e.g. Sales, Professional Services, Engineering, Product Management, etc.).
- Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at Uberflip so that we can properly align our strategic planning.
- Become a deep technical expert on all aspects of the Uberflip platform.
- Answer questions and help troubleshoot tickets from Uberflip customers by phone/email/web portal etc.
- Be able to articulate all the benefits of our platform to existing customers and new prospects although this is not a sales role you may be called upon to work with customers who are exploring an upgrade or expansion.
- Contribute thought leadership and assist to implement strategies to improve efficiency as the company grows.
- Produce and maintain process documentation and desk level reference guides to help the team improve efficiency.
- Contribute to the Uberflip Knowledge Base, creating world class content for all new feature releases or bug fixes; provide technical oversight during the knowledge publishing process.
We want to talk to you if: - Minimum of 5+ years in a senior technical support role (preferably in a B2B/Enterprise environment)
- You are proactive; a tenacious self-starter to the core
- Experience in Web Development and programming using HTML, CSS and Javascript at a minimum
- Hand on technical expertise in a variety of
Job Specification
Uberflip
Information Technology and Services - Kingston, Canada