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Technical Account Manager

Posted 7 days agoViewed

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💎 Seniority level: Manager, 5+ years

🔍 Industry: SaaS

🏢 Company: Paddle

🗣️ Languages: English

⏳ Experience: 5+ years

Requirements:
  • 5+ years experience in online customer support, providing technical support for a SaaS product and at least 2 years experience as a Technical Account Manager or the equivalent.
  • Good knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with customer's implementations.
  • Good experience using and testing APIs as well as giving customer support on API related queries.
  • Comfortable building SQL queries.
  • Used to working remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST).
Responsibilities:
  • Serve as the primary technical point of contact for a designated set of accounts.
  • Maintain technical profiles for customers to ensure a globally consistent and smooth support experience.
  • Act as a platform expert with an understanding of both technical and commercial aspects to identify opportunities to engage a CSM.
  • Demonstrate a solid understanding of the Paddle Value and effectively communicate it to customers.
  • Interpret account performance metrics and transform data into actionable insights.
  • Investigate reported issues, perform impact assessments and proactively escalate critical issues while ensuring stakeholders are informed.
  • Escalate product and technical feedback as well as commercial challenges to the line manager and appropriate internal teams.
  • Foster and maintain relationships with developers, analysts and product managers within assigned accounts.
  • Collaborate with the account team, as well as Product and Engineering, to help ensure high customer satisfaction by providing world-class dedicated technical support throughout the entire life of the customer partnership.
  • Drive product adoption during customer onboarding, ensuring successful integration and utilisation of our platform.
  • Develop the team by providing training, sharing knowledge, creating comprehensive documentation, contributing to blog posts, experimenting with innovations, discussing best practices, and improving workflows.
  • Handle technical escalations from the Customer Support team, providing advanced technical support and solutions to customers.
  • Handle Quality Assurance in the Customer Support team to ensure internal quality standards are met for all our customers.
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