Technical Account Manager

Summary

Join HONK, a fast-growing technology company revolutionizing roadside assistance, as a Technical Account Manager. You will use your product and technical expertise to help key clients maximize the value of HONK's services. Collaborate with Customer Success, Sales, and Operations teams to ensure smooth client onboarding and implementation. Develop training materials and provide ongoing support, building scalable solutions and a world-class customer experience. This role offers the chance to shape the client support model as an early team member. The position offers a competitive salary and a remote-first work environment.

Requirements

• You have 5+ years of experience in a support, technical account management, or consulting role in a SaaS environment, ideally in the automotive industry or roadside assistance space
• You have a keen technical mind and are comfortable discussing how customers can leverage APIs or custom code
• You demonstrate excellent communication skills, and are equally comfortable presenting to individual contributor stakeholders and Director+ level decision makers
• You are passionate about creating unique solutions to complex business problems
• You have a history of managing multiple assignments simultaneously, and can work independently to drive projects to completion with a high level of attention to detail
• You have experience supporting critical processes for major Enterprise customers
• You have a proactive, empathetic, and consultative partnership style

Responsibilities

• Lead and manage the end-to-end customer onboarding process to ensure a seamless transition for new clients. This includes coordinating with internal teams, providing initial training and documentation, and setting clear expectations for ongoing support
• Develop and deliver training materials and sessions to help customers effectively utilize HONK's platform and services. This includes creating documentation, FAQs, and conducting live training sessions, both in-person and virtually
• Partner with our Customer Success and Sales teams to identify opportunities to increase HONK’s value to strategic customers and create a world-class customer experience
• Build working knowledge of customers’ complex workflows and ecosystems to design proactive/tailored solutions
• Host regular sessions with customer contacts to provide hands-on support for HONK challenges
• Review support cases to identify trends and present holistic solutions
• Complete in-depth reviews of customers’ implementations to offer insights and strategic recommendations for future improvements
• Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches
• Manage escalations with the Engineering team, serving as the customer’s advocate and liaison
• Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap

Benefits

• $90,000 - $135,000 a year
• Dependent on the position offered, commission and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits
• As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US