Technical Account Manager

The Role:   The Technical Account Manager will connect unique client needs with actionable solutions by fostering a consultative relationship with large, enterprise-level customers. Common client needs include large-scale integration, advanced, client-specific product use cases, and strategic technical assistance. This person will also support the broader Customer Success Team by providing technical leadership in the form of project management, advanced product training, and technical advisory assistance. Additionally, this person will act as the Subject Matter Expert for the SOCi platform for the Customer Success Team, responding to team inquiries accordingly. Finally, this person will be responsible for transcribing the design and configuration proposal for prospective client sales contracts, and ensuring the solution provided meets client requirements.
Core Responsibilities:
● Foster consultative relationships with current and prospective clients
● Work hands-on with SOCi Customer Success, Sales, Engineering, Product Management, and other functions to address customer issues, questions, and requests as needed
● Ensure all projects are delivered on time and within the stipulated scope
● Lead the initiation and planning of projects as well as managing client expectations
● Coordinate effectively with internal and external parties
● Create and maintain comprehensive project documentation as needed
● Serve as the first point of escalation for customer concerns relating to platform integration issues, non-standard customer-specific use cases, and other advanced technical requirements
● Make recommendations on how new and existing product features fit within client environments
● Leverage knowledge of client environments to assist all internal teams in better serving customers
● Participate in client-requested meetings, quarterly business reviews, and annual business reviews (onsite and remotely) as requested
● Provide proactive status updates to required parties
● Continually develop SOCi platform expertise individually and assist in mentoring Customer Success team members as needed   Required Skills:
● Background in Customer Success or Project Management
● Ability to work with cross-functional teams to review use cases and translate customer requirements
● Exceptional communication skills both written & verbal
● Ability to deliver training to both internal SOCi employees and customers
● Strong interpersonal skills & proven success in cross-functional collaboration
● Proficient with Excel, comfortable with Salesforce, proficient with Jira and any skill with Gainsight is a plus
● Desire to focus on customer satisfaction and the customer experience, and a willingness to be their internal advocate
● Proven self-management and team management skills ● Capability to make decisions under pressure   Qualifications:
● 2-3 years of relevant experience preferred
● Organization skills and attention to detail
● Proven ability to manage a sizable number of service delivery projects with keen prioritization and multitasking abilities
● Ability to think creatively and be persistent
● Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation
● Ability to adapt in a continuously improving, start-up environment
● Customer-service skills and ability to foster relationships
● Coachable, open to feedback, and dedicated to constant self-improvement

What SOCi Provides to You

• Comprehensive Benefits Package (non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment 
• Flexible paid time off (non-contract roles only)
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs 
• Empowering Career Growth and Success 

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe! 

Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit MeetSOCi.com for more information.  

SOCi is an Equal Opportunity/Affirmati