Cebu City
Are you a motivated and experience Technical Account Manager who will support a portfolio of enterprise clients? We are looking for one who is responsible for exceptional service quality and operational performance aligned with program and delivery standards
What You’ll Do:
- Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our product and support services.
- Gain in-depth understanding of each client’s business and product installations to identify specific service needs and opportunities for improvement.
- Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards.
- Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs.
- Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary.
- Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services.
- Analyze client feedback and proactively recommend improvements to our product and support offerings.
- Stay up-to-date on industry trends and best practices in PSA and related technologies.
Who We’re Looking For:
- 5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company
- Demonstrable experience with the Salesforce Platform including: SOQL Querying, Master-detail object model, Profiles, Permissions, Visualforce page behavior, views and layouts
- Experience with Salesforce Apex Async job processing, Flows, Managed Package content namespacing, capturing Debug Logs is preferred and Apex code/scripting, Lightning Web Components, navigating governor limits and scalability is a big plus
- Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/ Javascript and Saas/PaaS architecture
- Strong understanding of PSA concepts and the importance of service delivery in optimizing client success
- Excellent communication and interpersonal skills, both written and verbal.
- Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.
- Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management.
- Strong sense of ownership and accountability for client satisfaction and service delivery success.
- Willingness to travel occasionally to meet with customers, not expected to exceed 5%
We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together – that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:
- An intentionally engaging and collaborative culture – ditch the silo!
- Strong work-life balance that’s a true focus of the company
- The chance to learn from some of the best people in the business
- A vibrant, collaborative and devoted team, who still makes time for fun
Apply now and take your career to a new level!
