Technical Account Manager

This is a non-sales role tasked with supporting customers of our digital publishing platform. Our Account Managers build a comprehensive knowledge of our software platform, as well as a general technical understanding of the industry, and then work with our clients to triage problems, assist in new developments, and train client-teams to use effectively. In this role you function between engineering teams and other client services teams, with an eye towards ensuring client satisfaction and work in a technical environment, but do not need to have direct technical experience. Instead, an understanding of how to use technology to accomplish a goal, and then assist others to reach the same outcome, is key. Ultimately, Account Managers work to ensure customer success.

Responsibilities

• Establish an excellent rapport with customer contacts to become a trusted resource in maximising their investment with the company
• Fix client problems directly, when possible, and educate them on how to do so themselves going forward
• Build a knowledge base of the company's digital publishing platform, and the publishing industry
• Understand the business requirements of our clients, including marketing efforts, technical concerns, and deadline scheduling
• Work tactfully with third-party vendors who may not be direct clients of the company.
• Effectively communicate with engineering teams, and translate their feedback to our clients in an easy-to-understand method
• Own the relationship with clients, including expectations management, resource scheduling, and working within established company processes

Minimum qualifications

• BA/BS degree in Computer Science or a related technical subject or equivalent practical experience
• Experience with web technologies such as HTML, CSS, JavaScript and HTTP
• Strong oral and written communication skills and experience building and maintaining customer relationships
• Experience working with and managing external partners and customers
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty
• Ability and willingness to work with teams in multiple time zones
• Familiarity with common desktop applications and Google Tools (Google Sheets, Google Docs, etc )
• Excellent organisational skills and ability to juggle concurrent projects, work under pressure, and meet deadlines

Preferred qualifications

• Ability to deliver messages on the technical level and present technical materials to groups of any size and background
• Experience with one or more general purpose programming language, including but not limited to: Java, C/C++ or Python
• Good to have exposure to Atlassian tool stack like JIRA/ Confluence
• Excellent problem solving, analytical and troubleshooting skills.
• Familiarity with SQL/MySQL and Unix/Linux operating systems and commands
• Familiarity with version control systems like GIT or SVN
• Understanding of the publishing and information industries. Background in online journal or book production a plus
• Travel as required to meet with specific partners/clients

Soft Skills

• Very good written and verbal communication skills
• History of building and owning relationships with enterprise partners
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty.
• Excellent organisational skills and ability to juggle concurrent projects, work under pressure, and meet deadlines
• Willingness to work with teams in multiple time zones.

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.