About the Company

Shopper Approved, a two-time Inc. 500 award winner and Utah Top 100 company, is a preferred Google review partner that helps e-commerce businesses collect seller and product reviews. We provide the tools necessary to receive valuable feedback by way of review collection from actual verified customers. These reviews are syndicated to Google, Yahoo, and Bing to help our clients with their online reputation by displaying reviews and ratings across the web in multiple locations including shopping ads and campaigns. We are a client-focused, casual, yet fast-paced office environment.

About the Role

We are seeking a Technical Account Manager to provide expert-level support to clients on a wide range of product-related issues, including installation, configuration, resources, and day-to-day inquiries. As the face of Shopper Approved, you will play an integral role in our company by communicating with clients directly.

In addition to working with clients, you will collaborate closely with our software engineering team to troubleshoot client issues, report feedback and bugs, and ensure smooth product operations for both clients and the support team. The ideal candidate will possess strong empathy for clients, excellent troubleshooting skills, and a desire to learn and expand their knowledge.

Responsibilities

• Use your natural curiosity to dig deeper and troubleshoot problems
• Be an expert in all things Shopper Approved
• Interact daily with clients via chat, email, phone or scheduled Zoom calls
• Educate clients on our features to ensure they are utilizing our service to its fullest
• Enhance internal processes to optimize customer support efficiency
• Contribute to support team projects and initiatives
• Utilize Excel to analyze data
• Collaborate with the software team by reporting bugs to create a better product
• Be a customer advocate: Champion and represent customers’ internally

Requirements

• Proven experience as a Technical Account Manager or similar role
• Programming experience with HTML, CSS, and JavaScript
• Proficient in Excel
• Ability to work independently and as part of a team
• Exceptional organization, time management, and prioritization skills
• Excellent communication and active listening skills
• Prompt, creative and curious when it comes to client needs
• Ability to troubleshoot and consider multiple ideas
• Portray Shopper Approved in a professional manner
• High integrity, dependable and committed
• Ability to explain technical concepts clearly to all audiences
• Comfortable managing multiple client accounts

Nice to Have

• Experience working in a SaaS support environment
• Familiarity with customer and project management tools (Trello, Intercom, Hive)
• Experience or interest in creating Zapier automations
• Enthusiastic about enhancing internal processes

Salary

• Negotiated upon experience

Benefits

• 15 days of PTO, which increases to 20 days after 3 years
• 10 additional paid holidays
• Nice Primary Health Care for your entire family (includes unlimited virtual and in-home visits, and 550 free prescription medications)
• $500/month health insurance allotment that you can either keep or use towards any additional health care provider of your choice
• Up to 4% 401-K matching starting day one
• $50/month life insurance stipend
• Gym membership to EoS Fitness
• Great company culture, great people
• Team networking and social events
• Indoor Golf Simulator, Pool Table, Ping Pong, Darts and Foosball
• Fully stocked kitchen, great office, and fun environment