Associate Technical Account Manager

Summary

Join ActivTrak's growing team as an Associate Technical Account Manager (TAM)! In this remote US-based role, you will provide technical support to key accounts, collaborating with Customer Success Managers to ensure customer success and maximize their ActivTrak investment. You will manage support tickets, troubleshoot technical issues, and relay customer feedback for product improvement. The ideal candidate possesses strong technical skills, experience in customer-facing technical support, and exceptional communication abilities. This position offers a competitive salary, bonus, equity, and benefits. If you are a driven, customer-obsessed individual with a proven track record of success, we encourage you to apply.

Requirements

• 2+ years of experience in customer-facing technical support roles such as: Technical Account Management, Technology Consulting, Technology Solutions Development, Solutions Architecture, Cloud Computing, System Management, Technical Support Engineering
• Advanced experience troubleshooting web applications and both Windows and MacOS operating systems
• SQL and Python scripting experience
• Networking knowledge such as Routing, Firewalls, Proxies, and general knowledge of cloud security applications
• Familiarity with system and policy management applications such as GPO
• Familiarity with cloud services such as Azure AD, Intune, BigQuery
• Familiarity with BI applications such as PowerBI, Tableau, Google Looker Studio
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of an organization
• Ability to explain complex technical concepts in business-friendly terms
• Ability to confidently adapt to unexpected turns in a conversation while staying focused on key objectives
• Ability to map business requirements into technical features and explain customer needs to internal partners
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects

Responsibilities

• Manage the support ticket queue for assigned accounts
• Employ active, empathetic listening to deeply understand customer scenarios, and lead cross-functional collaboration to deliver creative troubleshooting and tailored solutions
• Relay customer feedback and patterns to aid in product improvement
• Create and monitor engineering tickets for high-severity or complex cases, advocating for customers by providing proper impact analysis, ensuring accountability, and driving progress toward resolution
• Provide clear and frequent communication throughout the support process, scheduling and leading calls when necessary to enhance efficiency
• Prepare and present Health and Configuration Checks
• Collaborate with ActivTrak Sales and Success teams throughout the customer lifecycle to deliver impactful customer engagements
• Review account configuration and data, share best practices, and identify actionable recommendations that will provide added value in line with the customer’s goals and objectives
• Provide miscellaneous technical support for unassigned accounts that require active mitigation as flagged by Customer Success

Benefits

• Position is remote within the US
• Minimal travel
• Limited physical demands
• The annual base salary range for this position is $65,000 - $75,000, plus bonus, equity, and benefits