Technical Account Manager

Summary

Join Skimmer, a private equity-backed company revolutionizing the pool and spa service industry, as a Technical Account Manager (TAM). You will support Account Managers by assisting customers with billing and onboarding Skimmer's billing platform. This role involves leading training sessions, resolving billing issues, and ensuring successful implementation. The TAM collaborates with various teams to provide technical expertise and improve customer experience. Key responsibilities include customer onboarding, training, implementation, issue resolution, and account management support. Success is measured by KPIs such as onboarding completion rate, billing adoption rate, and churn rate.

Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience
• A customer value, ROI, and business outcome-driven mindset
• Strong de-escalation and problem-solving skills
• Highly skilled in written and verbal communication
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail
• Self-starter mentality that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Proficient with CRM systems like HubSpot
• Proficient in Excel/Google Sheets
• A passion for ensuring customer success and fostering positive relationships

Responsibilities

• Lead onboarding sessions for new enabled customers, focused on educating them on Skimmer’s billing platform
• Conduct training sessions for AM enabled customers to demonstrate the benefits and usage of Skimmer Billing
• Support with the development and maintenance of onboarding materials and technical documentation to support customer education
• Assist customers with the implementation and setup of Skimmer Billing, ensuring the solution is tailored to meet their specific business needs
• Ensure timely and accurate configuration of billing settings
• Assisting team members with complex billing situations, which includes investigating and helping solve unhealthy billing accounts
• This may also involve acting as a liaison between clients and internal billing teams to address invoicing errors, QBO Sync errors, disputes, or other challenges
• In some cases, you may need to partner with Account Managers to support billing prospects through the technical aspects of the sales process
• Monitor the adoption and usage of the billing platform to 60% of TPV threshold
• Provide insights and recommendations to improve the customer experience and increase retention rates for billing customers

Preferred Qualifications

• 1-2 years of merchant processing experience
• Skills in product training, and comfortable “re-re-selling” the customer on Skimmer
• Experience with Quickbooks Online (QBO)

Benefits

• Competitive base pay + commission
• Company equity
• Generous medical, dental, and vision plans
• Immediate access to 401(k) / RSP with company match
• Flexible PTO (MINIMUM of 10 days required every year)
• 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner in the US
• Remote work friendly (Skimmer HQ is in Austin, but you’re welcome to work wherever you're most productive - over 3/4 of our team is fully-remote)
• Comprehensive learning and development budget
• A manager dedicated to your development