Technical Account Manager, Surfly
Collaborative & compliant digital journey creator
Job no longer available
Collaborative & compliant digital journey creator
21-100 employees
Job no longer available
21-100 employees
Company mission
To build next generation web tools that bring back the human touch in online experiences.
Role
Who you are
- 2+ years of experience in technical account management or a similar customer-facing technical role, preferably in a SaaS environment
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Proven track record of success in developing and executing account implementation strategies
- Ability to use analytical skills to analyze KPIs to determine the health of new customers
- Highly-motivated with the ability to work both independently and in a cross-functional team setting
- Exceptional professional interpersonal, verbal, and written communication skills
- Exceptional organizational skills with meticulous attention to detail
- Ability to lead and manage multiple projects at once and execute with a sense of urgency
- Strong problem solving and critical thinking with both qualitative and quantitative analysis skills
- High emotional intelligence and empathy, strong problem-solving abilities, and a proactive approach to customer success
- Preferably specific vertical experience including insurance, financial services, tech, telco, BPO
- Native level English with additional language skills welcome (German, French, Dutch,)
- A deep understanding of Web Technologies:
- Web languages (HTML, Javascript, CSS)
- API/webhook integrations
What the job involves
- A Surfly Technical Account Manager is a trusted advisor and operations architect for our customers
- As a trusted advisor you’ll have a direct impact in helping our customers gain the most value from our technology
- You’ll craft and execute strategies to drive our customers’ adoption and use of Surfly Products
- You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers’ Surfly environments operationally healthy
- The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from Surfly
- Our Technical Account Managers partner with some of the most iconic businesses in the world
- These range from rising startups building their business from scratch using our technology through to large enterprises going through significant digital transformation
- You’ll provide advice on user journeys, collaboration strategy, project plans, and launch planning as well as ongoing operational issue resolution
- You will have the perfect balance between technical expertise and customer relationship management
- You’ll build solutions, provide technical guidance, and advocate for the customer to ensure successful product adoption
- Ensure Surfly environments remain operationally healthy whilst reducing cost and complexity for the customer
- Develop trusting relationships with customers, understanding their business needs, and technical challenges
- Using your technical acumen and customer obsession, you’ll drive technical discussions regarding optimal user flows, trade-offs, and risk management
- Collaborate closely with Sales, Engineering, and Product teams to ensure seamless delivery of technical solutions
- Collaborate with Surfly Solutions Architects, Engineers, Professional Services Consultants, and Sales Team Members
- With a bias for action, you'll proactively find opportunities for customers to gain additional value from Surfly
- Solve a variety of problems across different customers as they migrate their current solution to the Surfly
- Uplift customer capabilities by running workshops and other enablement sessions
Our take
Customer service is one of the most frustrating costs borne by insurers and banks selling complex products. Surfly helps agents deal with requests through their co-browsing software allowing them to take over a customer’s web-session.
Unlike other co-browsing and video call customer service products, Surfly allows you to co-browse the full web without needing to change or modify any code on any website or force you to a virtual browser. Over 3.000 organizations use the platform to collaborate with users, as well as utilizing it to demo products to prospective clients.
The companies biggest challenge is competing in a saturated market of sticky customer service software. Companies may be reticent to retrain agents used to their workflows on another platform, but with good funding at its back Surfly certainly has a swinging chance.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Nov 2019
$2.3m
EARLY VC
Dec 2016
$1.2m
EARLY VC
Total funding: $4m
Company benefits
- MacBook and Jabra headset
- Standing desk and ergonomic chair
- Work with other smart, ambitious, curious, and dependable colleagues
- Employee stock options: we are all owners and shareholders of our company - Surfly's success is in our hands!
- 25 holidays per year
- Company-wide gathering and team outings
- Monthly wellness allowance
- Professional development opportunities
- Foosball table at the office
- Beautiful office in city center with canal views
- Relocation assistance
Company HQ
Burgwallen Nieuwe Zijde, Amsterdam, Netherlands
Leadership
Nicholas Piël
(Founder & CEO)Earned an Msc in Artificial Intelligence from the University of Amsterdam. During their studies Nicholas worked part time as tech support which sparked the idea for Surfly.
Salary benchmarks
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