Technical Account Manager, Vault Platform
+ Stock Options
Workplace reporting and resolution platform
Job no longer available
Workplace reporting and resolution platform
21-100 employees
Job no longer available
+ Stock Options
21-100 employees
Company mission
To create a world in which every working environment is inclusive, diverse, productive, and safe.
Role
Who you are
- Experience: Minimum of 3 years in a technical support, account management, or similar customer-facing role within a B2B SaaS environment
- Technical Proficiency: Strong understanding of SaaS platforms and experience using tools like HubSpot, Notion, Shortcut, and Intercom, or similar
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders
- Problem-Solving Abilities: Proven track record of diagnosing and resolving technical issues efficiently and effectively
- Customer-Focus: Strong customer service orientation with a commitment to ensuring high levels of customer satisfaction
- Team Approach: Ability to work collaboratively with cross-functional teams to achieve common goals
- Please note that we're only able to consider candidates who are based within the UK for this position
What the job involves
- As a Technical Account Manager at Vault Platform, you will play a crucial role in ensuring our customers maximise the value of our solutions
- You will act as the primary technical contact for our clients, using your expertise to manage and resolve support queries, provide technical guidance, and collaborate with internal teams to drive customer success
- Primary Technical Point of Contact: Serve as the first line of support for inbound end user queries using the support tool, Intercom. Manage, triage, and resolve issues, escalating to second-line support when necessary
- Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring they are proficient in using Vault Platform’s features and tools. Develop and publish on-demand training materials and other knowledge center resources for end users
- Technical Guidance: Provide expert advice on product capabilities, best practices, and troubleshooting techniques to help customers optimize their use of Vault Platform
- Cross-Functional Collaboration: Work closely with Customer Success, Engineering, and other internal teams to ensure seamless service delivery and continuous product improvement
- Customer Feedback Loop: Gather and relay customer feedback to the product team to inform future development and enhancements
- Documentation and Reporting: Maintain detailed records of customer interactions, issues, and resolutions. Prepare regular reports on support activities and customer satisfaction metrics
Salary benchmarks
Our take
Vault provides enterprise-size companies with software for misconduct reporting used by employees. The company was established after Neta Meidav, the founder, was harassed by her hiring manager which forced her to leave her dream job.
The platform differentiates itself through allowing its users to save and time-stamp misconduct evidence, such as texts and e-mails, and submit when and in the manner that feel most comfortable with. This can be named, anonymously or by using GoTogether (which will only report it to the company when someone also names the person being reported). Its main priority now is to invest in AI in order to expand upon those features, add sophistication to its service and maintain its competitive advantage.
Competition in its area of expertise is forecasted to increase in the following years as ensuring workplace ethical conduct becomes a priority for companies. To tackle this,. Vault has invested its funding in developing new features to further simplify misconduct reporting. With companies like Tripadvisor, Epic Games, Trustpilot, Airbnb and Upwork all using Vault's platform to enhance their workplace ethics, the company is well on its way to a future of success.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jun 2021
$8.2m
SERIES A
May 2019
$4.2m
SEED
Total funding: $12.4m
Company HQ
Financial District, San Francisco, CA
Leadership
Neta Meidav
(Co-Founder & CEO)Previously Climate change negotiator at the Department of Energy and Climate Change for 5 years and Head of Investor Relations, Europe & Israel at the Department for International Trade for 10 months.
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