Remote Technical Account Support Specialist

Summary

Join our team at Uberall as a Technical Account Manager to help businesses thrive locally through our location marketing platform.

Requirements

• BA/BS degree (optional)
• Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in digital marketing, e-commerce, or IT
• Experience in technical account management, increasing customer satisfaction, and reducing customer churn through technical solutions
• Motivated by finding great solutions for customers and offering a service-oriented approach
• Ability to quickly familiarize yourself with new and technically complex issues, prioritize them, and organize yourself
• Experience working with ticket and CRM systems (e.g. Jira, Salesforce)
• Ability to work independently and comfortably working remotely

Responsibilities

• Manage the ongoing technical relationship with assigned customers once implementation is finished, focusing on KPIs like retention and customer satisfaction
• Handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding
• Describe and escalate bugs through internal channels (e.g. Jira) if necessary
• Collaborate closely with colleagues in the wider Customer Organisation, including Customer Success, Customer Support, Sales, etc
• Support the rest of the Global Technical Service team in developing and improving processes internally and externally

Benefits

• Competitive pay & perks
• Long-term incentive program through VSOP/ESOP
• Generous holiday time
• Paid parental and circumstantial leave
• Individualized health and wellness opportunities depending on location
• Onboarding with a deep dive into company values, insights into departments, and a chance to ask the CEO anything
• Monthly town hall and product showroom
• Development dialogues, live workshops on topics like resilience and feedback, and a Leadership Academy for leaders
• Learning grant program to support continuous learning
• MacBook Pro, magic mouse, 2nd screen, etc. as needed