Technical Account Manager

Job description

POSITION OVERVIEW This role works closely with the Customer Success team and is a named account resource. The Technical Account Manager is a technical advocate for the customer and may work closely with PDE (Product Development & Engineering) to engage and execute technical customer needs by helping drive the product roadmap to ensure customer satisfaction, value-added functionality & features, as well as a partnership with Customer Success. This is an essential position requiring a highly self-motivated individual contributor, with the ability to collaborate with various teams within Routeware, and the ability to drive processes and change to adhere to Routeware’s long-term strategic initiatives Accounting/Billing SaaS background highly desired. RESPONSIBILITIES Provide product expertise to clients and develop a deep understanding of client’s business practices and operating environment. Monitor support request flow for assigned clients and aggregate common issues for broader resolution (i.e. product enhancements, training, etc.) Become intimately involved with clients’ configurations and architecture to assist with outcomes. Work closely with PDE (Product Development & Engineering) to identify features and functionality that are trending among Routeware customers that will provide more value to customers, as well as provide opportunities for revenue growth. Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors Develop and understand the client’s technical environment, product configurations, and business processes. Liaise with engineering teams to resolve escalated technical issues where appropriate. Assist with challenging client requests or issue escalations as needed . Cultivate a strong culture of talent development . Instill a customer-first culture, focused on placing Routeware customers at the forefront of every business decision . Focus on scalability and a growth mindset with a detailed focus on providing exceptional service to Routeware customers. Understands Routeware technology, product offerings, and industries served. Fosters and promotes innovative thinking and collaboration across teams Mentors team and cross teammembers, helping them to develop skills and capabilities in support of their professional growth Leads and contributes to Account Management initiatives as needed Ability to travel up to 50% QUALIFICATIONS A customer-centric mindset with a focus on delivering exceptional service . Deep Technical knowledge including the ability to understand data structure, pseudo code, and/or a mastery of data centric tools like Microsoft Excel. Strong relationship-building skills An excellent reputation as a reliable, customer-focused professional who can react quickly to problems while working in a fast-paced & dynamic environment Capable of effectively managing multiple projects, teams, time zones, etc. Ability to work at a strategic level while working on change management, process implementation, etc. Exceptional communication skills (both written and verbal) Process-oriented and highly organized with the ability to establish comprehensive execution plans. Problem solver with a solution-oriented mindset Ability to motivate teams and help drive a customer-focused and obsessed culture within the organization Ability to manage expectations and requirements of internal and external stakeholders while performing day-to-day BENEFITS Comprehensive benefits (medical with HSA option, vision, dental, and life insurance) Paid parental leave Medical and Dependent FSA 401K match Unlimited PTO Ten company holidays 1 Volunteer day Summer Friday's Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. About Routeware, Inc. Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place. Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative. Our Mission: Transform waste collection to drive a better future for generations to come. Our Values: Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead. Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment. Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.