Technical Account Manager (TAM)

A little bit about us:

This is not your average Technical Account Management (TAM) role; it's a collaborative position for strategic thinkers, experienced relationship builders, and creative problem solvers. You will be providing technical guidance, navigating complex customer needs, and helping leave an memorable mark on customers' success.

The work involves high stakes client projects where your contributions could meaningfully impact customers' experience. Strong technical skills, consultative abilities, and project management expertise will be needed to achieve goals in this challenging and rewarding position. You'll work closely with customers to understand their business and implement customized solutions, ensuring they get maximum value from our technology.

What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry. 

 A little bit about you:

You're a competitive, self starter with a technical background within SaaS organizations. You're able to play 'traffic cop,' exude customer service, and have superb organizational skills. You bring a natural curiosity, intelligence, grit and focus on learning and improving day over day.

Job Description

The Technical Account Manager position at ServiceTrade is a key position within the organization that delivers strategic managed subscription services to customers.  You will be responsible for creating and executing against a service plan with customers aligned to the contracted TAM subscription service level.  You will ensure that your customers increase their adoption of and realize maximum business value from optimal usage of ServiceTrade’s apps and services.  You will engage with customers throughout the term of their TAM subscription by reviewing plans and executing services, reviewing new features, auditing and improving the setup and implementation of ServiceTrade’s apps and creating integrations, custom portal development and maintenance via Wordpress, B/I dashboards and reports.  You will work closely with Account Managers to address key customer needs and objectives and to strategize on objectives.  

Key Responsibilities and Activities

Creation and Execution of Customer Success Plans

• Develop a Success plan to use contracted monthly hours and tackle key business and technical opportunities
• Manage the project plan, scope, cost, and schedule 
• Prioritize projects based on effort and impact to maximize the use of contracted hours.
• Track and account for billed hours and provide monthly updates to customer on completed tasks and objectives against the plan
• Drive engagement with customers to ensure projects move forward and value is derived from billed hours

Technical Work

• TAM subscription services will require technical familiarity including, but not limited to:  integrations, Zapier integrations, customer portal development and maintenance via Wordpress, QuickSight B/I dashboards and reporting, core ServiceTrade account, user updates, ServiceForms forms creation, PartsLedger maintenance
• Maintain implementation and maintenance knowledge of common integrations, including but not limited to accounting systems, CRM, communications platforms, etc.

Training and Administration

• Maintain high level of understanding of Commercial Contractor industry and ServiceTrade products and services through certification and ongoing training
• Prioritize billable hours through effective time management and scheduling of customer reviews and communications
• Minimize non-TAM activity and focus on billable subscriber base
• Maintain accurate customer account records and effectively document work and impact for internal and customer-facing review

Knowledge and Skills

• Expertise in optimization of business operations platforms for users
• Proven history of business consulting or business analysis and project management
• Clear examples of optimizing usage within high profile, enterprise level customers with a white glove approach
• Ability to problem solve and continually come up with creative solutions 
• Professional oral, written, presentation, and interpersonal communication skills
• Proficiency using project management tools such as Asana, Wrike, SmartSheets, MS Office Suite, Microsoft Project or similar software. 
• Expertise in Mechanical systems and/or Fire Protection & Life Safety preferred
• Proficiency with Google Apps, service related applications, Zoom preferred
• B.A. or B.S. degree with 5+ years of customer-facing technical experience preferred

 A few things you'll want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce.

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page.  

What kind of benefits do you offer?

• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness and Accident  
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Quarterly Volunteer Program  

Want to know more? 

Go ahead and apply! Let’s get to know each other.

#LI-Remote (must live within the US to be considered)
EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.(AL,AZ,CA,CO,CT,DE,FL,GA,IL,IN,KY,MD,MI,MO,NY,NC,OH,OR,PA,SC,TN,TX,UT,VA,VT,WA)

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.