Technical Account Manager

As a Technical Account Manager at HappyFox, you will serve as the vital link between customers and the technical aspects of our product. Your role involves providing in-depth technical support, ensuring seamless implementation and optimal usage, while also fostering strong customer relationships.

Responsibilities

• Customer Success & Relationship Management: Establish and nurture long-term relationships with key stakeholders, ensuring customer satisfaction and success.
• Technical Expertise & Support: Provide in-depth technical guidance, troubleshoot complex issues, and collaborate with engineering teams to drive timely resolutions.
• Onboarding & Training: Lead customers through implementation, conduct training sessions, and share best practices to maximize platform adoption.
• Proactive Monitoring & Incident Management: Monitor customer accounts, identify potential issues, and assist in handling critical incidents for swift resolutions.
• Product Advocacy & Feedback: Act as the voice of the customer, gathering feedback to inform product development and enhance usability.
• Customer Success Planning: Develop tailored success plans aligned with customer goals, tracking progress and driving engagement.
• Collaboration & Process Improvement: Work closely with cross-functional teams, contribute to best practices, and optimize customer success processes.
• Upsell & Revenue Growth: Identify upsell opportunities within existing customer accounts and proactively create sales opportunities for Account Executives.

Requirements

Experience: 3+ years in a technical, customer-facing role such as Technical Account Manager, Solutions Engineer, or Customer Success Engineer within a SaaS or customer support technology company.

Technical Knowledge: Strong understanding of SaaS platforms, APIs, integrations, cloud technologies, and ITSM tools.

Problem-Solving & Communication: Ability to diagnose and resolve technical challenges while simplifying complex concepts for diverse audiences.

Project & Account Management: Experience handling multiple customer accounts, managing escalations, and driving successful outcomes.

Customer-Centric Mindset: Passion for delivering exceptional customer experiences and optimizing product adoption.

Benefits

• Competitive Compensation: Base salary plus performance-based incentives with growth opportunities within the company.
• Dynamic Work Environment: A casual, high-energy workplace where your ideas can make an impact.
• Comprehensive Benefits: Health, dental, vision, and life insurance coverage.
• Paid Time Off: Enjoy paid vacation to maintain a healthy work-life balance.