Technical Account Manager

SCOPE OF THE ROLE

This role works closely with the Customer Success Team and is a named account resource. The Technical Account Manager is a technical advocate for the customer and may work closely with PDE (Product Development & Engineering) to engage and execute technical customer needs by helping drive the product roadmap to ensure customer satisfaction, value-added functionality & features, as well as a partnership with Customer Success.

This is an essential position requiring a highly self-motivated individual contributor, with the ability to collaborate with various teams within EROAD, and the ability to drive processes and change to adhere to EROAD’s long term strategic initiatives.

RESPONSIBILITIES

• Serve as the lead point of contact for all customer account management matters
• Work closely with Customer Success to manage long-term client relationships, as a team.
• Build and maintain strong, long-lasting client relationships
• Provide deep product expertise to clients and develop a deep understanding of client’s business practices and operating environment.
• Monitor support request flow for assigned clients and aggregate common issues for broader resolution (i.e. product enhancements, training, etc.)
• Become intimately involved with clients’ configurations and architecture to assist with outcomes.
• Work closely with PDE (Product Development & Engineering) to identify features and functionality that are trending among EROAD customers that will provide for more value to customers, as well as provide opportunities for revenue growth internally.
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Develop and understand client’s technical environment, product configurations and business processes.
• Liase with engineering teams for escalated technical issues where appropriate.
• Working closely to collaborate with other customer operations functions to ensure proper management and roll out of customer implementations, installations, etc.
• Work with sales to assist where necessary to provide value-driven product demos as part of the pre-sales cycle.
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas by working with Customer Success Managers
• Prepare reports on account status, add-ons sales, upsell sales, etc.
• Assist with challenging client requests or issue escalations as neededCultivate a strong culture of talent development

• Proactively engage with community leaders, business, and other customer groups to understand and anticipate business needs
• Instil a customer-first culture, focused around placing EROAD customers at the forefront of every business decision
• Focus on scalability and a growth mindset with detailed focus on providing exceptional service to EROAD customers.
• Understands EROAD technology, product offerings and industries served.
• Fosters and promotes innovative thinking and collaboration across teams
• Mentors team members, helping them to develop skills and capabilities in support of their professional growth
• Leads and contributes to Account Management initiatives as needed
• Ability to travel up to 50%

COMPETENCIES

• A customer-centric mindset
• Deep Technical knowledge and capability.
• Strong relationship building skills
• An excellent reputation as a reliable, customer focused professional that can react quickly to problems while working in a fast-paced & dynamic environment
• Capable of effectively managing multiple projects, teams, time zones, etc.
• Ability to work at 30,000-foot view while working on change management, process implementation, etc.
• Exceptional communication skills (both written and verbal)
• Process oriented and highly organized with the ability to establish comprehensive execution plans.
• Problem solver with solution-oriented mindset
• Ability to motivate teams and help drive a customer focused and obsessed culture within the organization
• Proven ability to lead in high growth organization with scalable mindset
• Ability to manage expectations and requirements of internal and external stakeholders while performing day to day activities via local and virtual channels
• Demonstrated experience managing the expectations of high-profile clients while building a reputation of trust
• Ability to interact and perform in a cross-functional team environment while remaining sensitive to the varying cultures of both internal and external organizations
• Ability to effectively cope with change and maintain high levels of performance while mitigating risk and addressing areas of uncertainty
• Proven analytical and problem-solving abilities with strong attention to detail
• Excellent written and oral communication and interpersonal skills
• Ability to present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
• Ability to develop and provide services industry domain expertise as it relates to EROAD’s software and hardware solutions
• Experience with software implementations, understanding of SDLC and the ability to execute to project plans and produce client facing deliverables

PERSONAL ATTRIBUTES

• Positive attitude and aptitude for customer & partner success
• Strong leader who knows how to organize people towards a common goal and meet/exceed those goals
• Embraces challenges with the ability to take criticism & improve constantly
• Able to set strategic goals and track/improve results constantly
• Adaptable and resourceful
• Able to learn and assimilate technical information quickly
• Strong analytical and problem-solving skills with a passion for process and results.
• Possess a level of maturity and presence
• Excellent communication skills, both verbal and written
• Excellent organizational & time management skills
• Ability to paint a vision or image of business success with prospects and customers

REQUIRED EXPERIENCE

Successful applicants must be able to show that they possess the skills and ability to successfully carry out the responsibilities of the position. The following examples are illustrative of the level of education; experience and training that could be expected to produce these skills. Applicants may demonstrate possession of the necessary abilities in other ways, and therefore these examples are not absolute criteria. 

• Technical Degree (Computer Science or similar) or comparable experience in technical field
• 5+ year’s experience as a successful product manager, technical customer success manager or technical account manager ideally in a SaaS environment.

• Advanced degree, ideally technical in nature, or comparable experience.  CRM system knowledge (Salesforce.com or equivalent)
• Proven background or aptitude for business development
• Must clear a full background check

This Job Description is not intended to be complete or limiting – the role will require a proactive and flexible approach to manage tasks that support a rapid and innovative product development environment.

EROAD is in a “high growth” mode. There will be times when the role will be required to complete tasks outside those mentioned above.