Sr Technical Account Manager

Summary
At Onit, the successful Sr. Technical Account Manager (TAM) will serve as an advocate and escalation manager for their assigned customer accounts, ensuring delivery of a world class customer support and services experience. Partnering cross-functionally with various Onit teams (Account Management, Customer Success, Support, Services, Product), this person will be responsible for ensuring that we are available and responsive to our customers’ issues and needs, helping to resolve them in a timely manner and achieving the highest level of customer satisfaction. The Sr. TAM will be a technical and subject matter expert of the Onit platform and solutions, consulting and advising customers and account teams when escalations occur and when new opportunities for enhancements and solutions arise. TAMs will also assist in the renewal process as needed and mentor/train Technical Solutions Specialists and Support Specialists.
Responsibilities and Duties
Supporting the effort to ensure the highest levels of customer satisfaction with our solutions and services, the Technical Account Manager will have the following responsibilities and duties:
 

• Be a technical and subject matter expert on Onit's platform solutions, services and processes + customers’ specific current solutions and future needs, in order to effectively advise and make recommendations to customers and account teams
• Navigate internal processes efficiently to help achieve customers’ and account team’s goals and needs
• Identify potential areas of concern for customers before they arise, gauging technical feasibility and impact of forthcoming changes, establishing proper expectations and providing a solution or plan for resolution
• Help resolve support escalations timely via effective and timely communication, providing status updates to customers and management throughout an escalation; Review, determine and report on root cause for all escalations
• Own and run regularly scheduled technical support ticket status calls with customers, as needed
• Prioritize issues/requests for appropriate delivery teams to ensure visibility, attention, progress and eventual closure; Work with appropriate departmental management to ensure proper resources and priority as needed, facilitating communication between customer and internal teams when necessary
• Act as the advocate and voice of the customer to drive service, solution and product change; Provide data-based feedback (enhancement request, support issue and escalation trends) to other departments for continuous improvement
• Document customer-specific configurations, commitments or handling as needed
• Other responsibilities and duties that arise to ensure efficient and proper handling of technical consulting requests, customer escalations and support-related account management and projects
• Provide assistance, guidance, and coaching to colleagues where needed
• Work on special projects as assigned

Skills and Qualifications
The ideal and successful Sr. Technical Account Manager will possess most of the following skills and qualifications:
 

• High EQ: Maintain emotional awareness of self and others
• Remains calm and patient under stress
• Ability to build rapport, credibility and strong relationships with team, peers and customers
• Highly organized with outstanding written and verbal communication skills
• Aptitude and appetite to learn new technologies
• Proficient troubleshooting and reverse engineering skills
• Ability to be self-managed and open to fail forward
• 7+ years of customer-facing technical account management, support or service experience
• 5+ years of project management experience or working with deliverables/timelines
• 2+ years of supervisory or leadership experience
• Bachelor’s Degree in Information Systems, Computer Science, or a related field is a plus