Technical Account Manager

As an Integrate Technical Account Manager (TAM) you are responsible for consultation and advisement on technical needs for Integrate’s customers, with a primary focus on the Microsoft account. You will serve as the escalation manager and product advocate for all product issues and requests on behalf of your customers. The TAM is also responsible for working closely with Microsoft’s designated Product Manager to present and/or presenting the road map and new features to customers that purchase a TAM subscription. As an Integrate Technical Account Manager you will have proficiency with API integrations, a strong technical acumen, and familiarity with common MAS/CRMs.

• Provide consultative implementation for new features and initiatives.
• Facilitate communication between sales, customer success, professional services, technical support, product, and engineering departments for platform-related topics.
• Act as Tier 1 support for reported issues, escalating internally when needed and ensuring appropriate support is provided.
• Assist in advisement on opportunities for additional product solutions.
• Help the customer find greater value with their Software and Services subscriptions.
• Advocate for the customer and Integrate Professional Services team (when applicable) during various stages of the product lifecycle (discovery, UAT, etc.).
• Discuss open support cases relating to the customer on cadence calls.
• Work with product managers to prioritize and explore customer feature requests on the roadmap.
• Implement and troubleshoot multiple API functionalities within Integrate.
• Create technical documentation for internal and external knowledge share.
• Track and monitor support cases relating to the customer.
• Collaborate with customer’s marketing operations/technologists on customized implementation and troubleshooting, minimizing operational risk.
• Leverage best practices of Integrate with the customer’s business goals in mind.
• Remain the single point of contact for all technical questions, feedback, and issue resolutions.

Experience:

• Bachelor's Degree preferred
• 2-3+ years of customer-facing experience
• Integrate product experience preferred

Skills needed:

• Ability to manage multiple large-scale projects simultaneously
• Proven critical thinking skills, with the ability to prioritize under pressure 
• Comfortable in a high-volume, fast-paced environment, with a desire to grow
• Very comfortable with customer communication, goes above and beyond to provide information internally and externally.
• Strong project management background.
• Basic understanding of APIs. Training will be provided on our specific product functionality.
• Can lead resolution for last minute issues on the fly.
• Able to stay organized and update the everchanging vendor requirements based on events.
• Innovative and wanting to help improve our process and automate as much as possible

Expected Salary Range: $65,000-85,000