Technical Account Manager

| Santa Monica

Job Summary

The Technical Account Manager is responsible for being the technical support representative for assigned premier/strategic accounts. This entails working in collaboration with other groups within the company to ensure that the assigned accounts successfully implement and use MomentFeed solutions. You will serve as the technical escalation point for the assigned accounts, addressing and resolving issues quickly and effectively. You will also represent the technical requirements of the Support Services team, ensuring smooth operational processes. You will be responsible for proactively identifying internal or external issues that are affecting the department’s or assigned account’s ability to successfully utilize the software, solving and/or escalating issues as appropriate.

Duties and Responsibilities

  • Manage technical support escalations pertaining to assigned accounts.
  • Ensure timely resolution of assigned account issues by referring issues to product specialists or client managers.
  • Identify and document product defects for Engineering.
  • Ensure assigned accounts receive responses to technical phone/on-line requests within guaranteed response times, as specified per contractual agreements.
  • Work with Client Success Managers to manage politically sensitive issues impacting either the assigned account’s business or impacting MomentFeed’s relationship with the assigned account.
  • Manage technical partner communications and messaging (i.e. Facebook, Google, etc).
  • Track assigned account technical support calls, time to resolve, and issue type in order to proactively address technical training issues and reduce customer call volumes.
  • Act as technical resource to assigned accounts requiring technical expertise across all MomentFeed products.
  • Analyze and determine the most effective method of problem resolution by utilizing applicable internal resources.
  • Communicate proactively with assigned accounts regarding technical product information and requirements.
  • Maintain effective working relationships with assigned accounts.
  • Serve as on-going technical contact for Client Success Managers.
  • Maintain and expand working knowledge of current and pre-released MomentFeed solutions, as well as their integration and methods of support delivery.
  • Share best practices with team members to contribute to enhance the quality and efficiency of customer support.
  • Establish effective working relationships with MomentFeed departments by working through appropriate escalation channels.
  • Assist assigned accounts with special projects as needed.
  • Attend Executive Business Reviews with Client Success Manager for assigned accounts

Requirements

  • 3+ years experience as a Technical Account Manager working with large, strategic accounts
  • Solid technical background with hands on experience in digital technologies
  • Familiarity with software and front-end development
  • An ability to gasp customers’ needs and suggest timely solutions
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • BS degree in Computer Science or relevant field



Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • jQuery UILibraries
    • AngularJSFrameworks
    • MongoDBDatabases

Location

Around the corner from Santa Monica Pier, we're walking distance from 3rd Street Promenade and directly in front of a Metro Expo Line station.

What are MomentFeed Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Casual, Open Office Environment. A Macbook and stock options for everyone. Company sponsored wellness and Yoga. Employees who live and breathe the company values - Authenticity, Excellence, Innovation, and Partnership.

More Jobs at MomentFeed9 open jobs
All Jobs
Dev + Engineer
HR
Operations
Project Mgmt
Sales
Developer
new
Santa Monica
HR
new
Santa Monica
Developer
new
Santa Monica
Operations
new
Santa Monica
Operations
new
Santa Monica
Developer
new
Santa Monica
Sales
new
Santa Monica