Associate Technical Account Manager

Summary

The job is for an Associate Technical Account Manager at TrustArc. The role involves managing technical support, identifying areas for improvement, understanding customer needs, and expanding customer adoption of TrustArc products. The company offers competitive compensation, health, vision, and dental care, PTO program, computer and welcome package, work from home option, continuing education program, opportunities to participate in philanthropic activities, health-focused activities, and a Php 20,000 employee referral program.

Requirements

• Bachelor’s degree and 1-2 years of experience in software technical support, account management, or a technical customer-facing role
• Understanding of technological platforms and web infrastructure
• Understanding of technical documentation including product specs and API integrations
• Intermediate knowledge of Microsoft Excel
• Intermediate knowledge of HTML/CSS/JavaScript and debuggers e.g. Firebug and Chrome Developer Tools
• Excellent customer relationship skills (client-facing, ability to assess client needs and interact with all levels of management, including and up to executive level)
• Ability to work effectively cross-functionally with Product, Engineering, and Sales
• Ability to work effectively in a fast-paced environment and take the initiative to learn products quickly
• Strong communication skills; demonstrated successes in client communication (written and verbal) from prior work experiences
• Strong project management skills

Responsibilities

• Manage and provide Tier 1 technical support for TrustArc’s Cookie Consent Manager solution by providing technical assistance and troubleshooting to clients during the implementation and deployment of the TrustArc technology products
• Answer all inbound client inquiries via Salesforce with courtesy and professionalism and quickly resolve issues for our customers
• Maintain organized documentation of projects and tasks with established projected completion dates monitor the timeline of requested tasks and manage client expectations
• Understand customer needs and translate these needs into strategic solutions and recommendations
• Identify opportunities to help expand customer adoption of TrustArc products
• Utilize various client-based tools and applications for customer management and servicing
• Actively contribute to the development and documentation of the product and enforcement of processes and policies and work and partner with others within a team-based environment
• Transfer or escalate clients to the relevant departments when necessary
• Examine vague feature requests until you fully understand the requests and the reasons behind them from the client's perspective

Preferred Qualifications

Experience connecting with and managing multiple clients in a consistent and positive manner

Benefits

• Competitive compensation
• Health, Vision and Dental Care
• PTO Program
• Computer + Welcome Package
• Work from Home as choice
• Continuing Education Program
• Opportunities to participate in philanthropic activities
• Opportunities to participate in health-focused activities- mindfulness, wellness, activity lifestyle
• Php 20,000 employee referral program