Remote Technical Account Manager

Summary

Join Orkes as a Technical Account Manager (TAM) to provide high-quality technical support to customers, manage customer relationships post-sale, and ensure successful implementation and ongoing usage of the company's products.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience
• Strong technical background, with experience in software, cloud services, or IT infrastructure
• Ability to understand complex technical issues and communicate solutions effectively
• Ability to develop workflows and build custom workers using our SDKs
• Ability to guide customers on customer hosted worker configuration and scalability
• Ability to guide customers on DR  & mult-cluster architecture approaches
• Demonstrated experience in a customer-facing role, preferably in technical account management, customer success, or technical support
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers
• Proven ability to manage multiple projects and tasks simultaneously, with a strong attention to detail
• Experience with project management tools and methodologies
• Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions
• Ability to handle difficult situations and provide effective solutions under pressure

Responsibilities

• Serve as the primary point of contact for assigned customers, developing a deep understanding of their business and technical environments
• Build and maintain strong, long-term relationships with key stakeholders
• Regularly engage with customers to ensure satisfaction, address concerns, and understand their evolving needs
• Provide expert technical guidance and support to customers, ensuring the successful implementation and operation of the company's products
• Troubleshoot and resolve technical issues, collaborating with internal technical teams as needed
• Develop and deliver technical training and product demonstrations to customers
• Monitor and report on the status of customer accounts, including usage metrics, service adoption, and potential upsell opportunities
• Proactively identify and address risks to customer success and retention
• Work closely with sales and customer success teams to ensure alignment on account strategies and goals
• Act as a customer advocate within the company, ensuring customer feedback is heard and acted upon
• Collaborate with product management and development teams to influence product roadmaps based on customer feedback and needs
• Oversee the delivery of technical projects for customers, ensuring they are completed on time, within scope, and to the customer's satisfaction
• Manage project timelines, resources, and budgets, providing regular updates to customers and internal stakeholders
• Stay current with industry trends and best practices to provide innovative solutions to customers
• Continuously seek opportunities to improve customer experience and internal processes

Preferred Qualifications

• 5+ years experience in enterprise level client-facing work
• Strong technical background, with experience in software, cloud services, or IT infrastructure
• Ability to understand complex technical issues and communicate solutions effectively
• Demonstrated experience in a customer-facing role, preferably in technical account management, customer success, or technical support
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers
• Proven ability to manage multiple projects and tasks simultaneously, with a strong attention to detail
• Experience with project management tools and methodologies
• Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions
• Ability to handle difficult situations and provide effective solutions under pressure

Benefits

• Comprehensive health coverage including medical, dental, and vision
• Flexible PTO