HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX
We are looking for a Technical Account Manager (TAM) to help our customers realize maximum value and satisfaction from our SaaS products.
As a Technical Account Manager (TAM), you act as a trusted technical advisor to HICX customers and ensure that they maximize their investment in the HICX platform.
You are responsible for the success of the customer. You are an energetic and organized self-starter; you live and breathe technology, account management, support processes as well as incident management.
You can build and maintain effective relationships with the right stakeholders, and can clearly communicate technical concepts to end users and senior stakeholders alike. You will be a key driver of growth for the company by supporting the uptake of the SaaS software by end users and growing accounts.
You will contribute to the ongoing development and enhancement of the SaaS product suite. You will have the opportunity to also play a key role in the development of the Customer success function in HICX This role is an extension of technical support, with a focus on improving customer success and facilitating engagement with HICX services teams including Support and Professional service. Assist customers with case prioritization and escalation, while driving adoption and increased utilization of HICX with each customer.
Responsibilities:
Manage customer accounts at all levels
Drive successful customer implementations by working closely with the customer and the software implementation team to deliver a quality onboarding experience.
Coach and mentor your customers in the effective use and administration of the SaaS product
Develop and maintain relationships with the customer to ensure continued growth and further adoption of SaaS products.
Provide hands-on support for customers as required
Manage incidents and escalations effectively from end to end ensuring that Customers expectations are managed throughout by facilitating communication between the customer and HICX technical teams
Monitor the SaaS product on a daily basis to ensure high availability 24/7 and help identify issues early
Coordinate releases of new functionality by working closely with the with the deployment and service teams. Where required, participate in the testing of new functionality
Prepare business continuity plans to enable effective response to service impacting issues
Report to the management team with relevant information and feedback regarding Customer Accounts and their use of the SaaS Product.
Conduct regular Customer meetings to review and discuss service performance, feedback and upcoming changes/releases
Manage and maintain the database of key contacts at Customer organisations
Obtain regular customer feedback and ideas that can be converted into tangible actions to improve customer satisfaction and adoption.
Identify ways to reduce support case load through education, documentation and introduction of value-added services.
Continually track, monitor and manage customer health and identify ways to increase the return on their HICX investment.
Drive the customers’ voice within HICX by facilitating product and service feedback. Providing our teams with data to determine product priorities, customer adoption patterns and service needs.
Drive Monthly and Quarterly business reviews with customers.
Clearly advocate the success stories of your customers as they realize value from utilizing HICX to solve their business problems
Assist the sales team to identify software and services expansion opportunities in our existing customer base
Requirements
Fluent in English
2+ years of experience as a Technical Account Manager or a Technical Customer Success Manager within the SAAS space or related Supplier management industry experience is a requirement
3+ years of experience as a Technical Software support analyst within the SAAS space or related experience is a requirement
A relentless passion for business, technology, and customers.
Strong in-person and written customer communication skills
Strong problem-solving skills around technical, product, and business questions
Highly organized
Advanced interpersonal skills with the ability to communicate effectively across all levels of stakeholders
Ability to prioritize work assignments based on the needs of the department or business goals
Ability to work independently and be self-motivated
Ability to work effectively in a distributed team environment.
SQL, SAP or Oracle experience highly preferred
Experience in the deployment and adoption of SAAS technologies within large organizations a plus
Benefits
- A unique opportunity to join a disruptive Enterprise SaaS business experiencing hyper-growth at post-Series A funding stage.
- Work from anywhere - we are a fully remote company and we never place restrictions on locations.
- Flexible PTO - We offer 25 days of paid holiday per year + 10 US Public Holidays.
- Connect and socialize with the team during our company socials and off-site events.
- We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.
- Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
- Work with a diverse, international team.
- Health insurance for your health and medical needs.
- Tons of amazing career opportunities in a fast-growing in-demand industry.
