Technical Account Manager

Responsibilities:

• Lead and develop team members, managing projects, and coordinating with Engineering, Operations, and cross-functional management on high-priority technical issues.
• Handle customer calls, internal and external escalations, and providing guidance to the product support team.
• Prepare and sharing weekly and monthly reports, while coordinating support with Customer Success Managers (CSMs) and Incident Support Managers (ISMs) as needed.
• Create and maintaining knowledge base articles, driving internal knowledge sharing, and automating communications during major incidents to keep stakeholders informed.
• Ensure appropriate technical resources are available for Sev1 calls and escalating issues when necessary.
• Conduct audits on knowledge management, on-call rosters, and Root Cause Analysis (RCA) for Sev1 incidents to manage major incidents effectively.
• Provide periodic reports on major incident metrics, reviewing incidents for SLA compliance, and tracking other key performance indicators (KPIs).
• Support data collection efforts for process and knowledge improvements.
• Bring a technical background with experience as a developer in any programming language, along with the ability to manage L1/L2 teams.
• Oversee team management, including training and conducting periodic performance reviews.

Required Skills:

• Bachelors degree in a technical field ideal
• 8-11 years of hands-on experience in a support role.
• Knowledge of the Accounts Payable (AP) domain is a plus.
• Strong problem-solving and technical troubleshooting skills to assist the support team in resolving customer issues
• Must have experience interfacing with SaaS applications, databases, etc.
• Strong communication skills, comfortable interfacing with C-Level + external customers

Compensation

$100,000 - $130,000

Must be able to be onsite 3 days per week