Associate Technical Account Manager

Overview:

Our Associate Technical Account Managers become skilled business and technical professionals that assist our clients in managing their critical communication processes. The Associate Technical Account Manager will develop a strong foundational understanding of Precisely’s software, the technologies and infrastructure required to support Hosted Managed Services in a high availability model. The position is responsible for building effective relationships with clients and internal teams to deliver operational excellence and complex solutions in a fast-paced environment. We are open to candidates across the United States, however, preference will be given to candidates in or near Atlanta, Chicago, Las Vegas, and Miami. We are particularly interested in candidates who are also fluent in Portuguese. 

What you will do:

• Client Relationship: Serve as a point of contact between client, and all internal and external teams.
• Client Support: Understanding of Precisely’s service offerings as well as managing daily client production activity.
• Change Management: Work with cross-functional teams to implement service changes for assigned clients by participating in use case development, user acceptance testing and production validation.
• Issue Resolution: Manage resolution of issues, including troubleshooting, documenting, and escalating the issues to internal teams in order to achieve prompt and complete resolution to the client’s satisfaction.
• Process Improvement: Provide input to establish Client Services processes and continually seek ways to make existing processes more efficient and effective.

What we are looking for:

• At least 1 or 2 full time years of experience supporting business clients in one of the following or related fields: Software Services, Financial Services, Marketing, Quality Assurance.
• Bachelor’s degree from an accredited college is required (alternatively, five years of equivalent experience may be substituted for the educational requirement).  
• Conscientious. Have an extremely detail-oriented personality, with strong decision-making and time management skills.
• Ability to deal with multiple challenges and varying priorities. (Acts with a sense of urgency).
• Exceptional written and verbal communication skills.
• Analytical. Ability to identify key performance indicators of assigned clients from production metrics.
• Results oriented. The position can be demanding, and flexibility of schedule may be required to meet the needs of our customers. Demonstrated experience exhibiting situational awareness while managing a team and/or a project
• Experience creating and documenting detailed requirements.
• Demonstrate and foster teamwork with peers and others (internal and external) to provide highly responsive client service.
  

Preferred Requirements:

• Conversational or fluent Portuguese 
• Knowledge of SQL and writing database queries.
• Knowledge of cloud technologies (AWS/Azure /Google).
• Knowledge of HTML.
• Knowledge of Adobe Suite of Products (Acrobat, Photoshop, Illustrator).
• Familiarity with Salesforce/JIRA or other CRM systems.

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