Technical Account Manager, Kantata

• 5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company
• Knowledge of enterprise/systems/integration architectures and data architecture standards, frameworks, and practices along with common integrations technologies, such as SOAP, JSON, REST, APIs, XML, business process automation, and data integration tools
• Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/ Javascript and Saas/PaaS architecture
• Strong understanding of PSA concepts and the importance of service delivery in optimizing client success
• Excellent communication and interpersonal skills, both written and verbal
• Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions
• Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management
• Strong sense of ownership and accountability for client satisfaction and service delivery success
• Flexibility for occasional meetings, availability, or duties outside of normal business hours

Desirable

• We're seeking a highly motivated and experienced Technical Account Manager to support a portfolio of enterprise SX clients. You'll be the dedicated point of contact, ensuring exceptional service quality and operational performance aligned with program and delivery standards
• Your success will hinge on building strong relationships, understanding each client's unique business needs, and proactively driving the use of our support offerings to optimize their experience and minimize downtime
• This role will report directly to our Manager, Strategic Support
• Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our SX product and support services
• Gain in-depth understanding of each client's business and SX product installations to identify specific service needs and opportunities for improvement
• Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards
• Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs
• Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary
• Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services
• Analyze client feedback and proactively recommend improvements to our SX product and support offerings
• Stay up-to-date on industry trends and best practices in PSA and related technologies