technical Account ManagerMicroResumes

Key Skills
BOM Management
Business Process Mapping
CRM
Delegation Management
Feasibility Study
Information Management
Knowledge Management
Market Analysis
Operations Research
Organization
Process Management
Resource Management
Risk Management
Scorecard
Situation analysis
Six Sigma
Statistic and Metrics
Strategic Planning
SWOT Analysis
TQM
Workforce Analysis
Job Description
The Technical Account Manager, "TAM", is the primary technical contact for accounts that have Premium Support and are entitled to a designated support representative who is an expert in their use cases, implementation and installation. The TAM maintains all aspects of the technical relationship from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering & dev; sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer.Support Single Point of Contact - The TAM will manage all of their customer's cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer's business or impacting PandaDoc's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue. Responsibilities ? Manage and cultivate the technical relationship and communication with Premium accounts ? Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company ? Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CSR Team ? Act as a trusted technical advisor for PandaDoc products and advanced PandaDoc features, such as our APIs, Templates, eSigning ? Interface with internal groups for problem resolution and issue escalation ? Act as the liaison and customer advocate inside PandaDoc ? Ensure consistent delivery of all Premium and Elite Support program components ? Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TAM Team and support service (e.g., monitoring overall queue statues) ? Contribute to Sales' ability to sell Services including Premium Support as well as identify upsell opportunities and new use cases ? Advocate and evangelize the Premium and Elite Support program ? Convert Freemium ? Travel as necessary (10-20%). Note: At the moment there is no travel due to covid 19 but that will likely change at some point.
Requirements
Minimum 2-3 years of relevant experience
Why Join Us?
MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.
Cultures and Values
We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.
MicroResumes

Ortigas Center, Pasig City
Permanent
Full-time