What are the responsibilities and job description for the Technical Account Manager position at Julota?
Are you a curious person? If so, keep reading.
Julota provides an interoperability platform built on a case management foundation that allows multi-disciplinary teams to share data from multiple sources. We are highly configurable and customizable, and can help teams simplify complex data sharing with their partners.
Technical Account Managers (TAMs) delight our customers by serving as a trusted partner and primary point of contact for their account, anticipating a customer’s needs, and developing strategic growth plans for their portfolios.
TAMs ensure customer satisfaction by understanding and proactively addressing customer needs, recommending appropriate technical solutions, and collaborating across internal teams to deliver exceptional service.
On a daily basis, TAMs act as the first point of contact to address client configuration needs, function as project managers to orchestrate subject matter experts when needed, and own both client retention and expansion.
Technical Account Manager Responsibilities:
- Serve as the primary point of contact for assigned customers and facilitate customer meetings
- Thoroughly understand the Julota platform and how it can benefit the customer
- Anticipate customers’ needs and recommend appropriate technical solutions
- Lead customer onboarding
- Develop and execute strategic account growth plans for assigned customers
- Project manage initial onboarding and all major implementation efforts for their customers
- Gather customer requirements and document them in tickets
- Provide training and ongoing user support for customers
- Track and report on account performance metrics
Competencies:
- Minimum 5 to 7 years of experience in Technical Account Management or Customer Success with a highly customizable SaaS or Cloud-based product
- Technical acumen to understand feature sets in relational databases and how to apply the features to support customer workflows
- Demonstrated experience growing customer accounts through business reviews and consultations
- Capacity to understand data and make informed decisions about configurations needed to ensure the customer can report on desired outcomes
- Talent to translate technical details to non-technical audiences
- Ability to identify and communicate customers’ requirements in tickets and written formats
- Collaborates well with internal teams to achieve a common goal
You are the Ideal candidate if you:
- You are curious by nature and love creative problem-solving
- Passionate about technology and its applications in business to support positive outcomes in your community
- Have a high commitment to customer service and are dedicated to the inverted pyramid model
- Quickly learn and can apply complex technical product offerings
- Exhibit strong analytical skills to evaluate account performance
- Demonstrate a history of high achievement in revenue growth and customer retention
- Have knowledge of EMS, Law Enforcement, community behavioral health, and public health verticals
- Manage time effectively and are highly organized
- Demonstrate situational awareness and ability to “Read the Room”
- Possess strong written and verbal communication skills
- Comfort working in both remote and office-based environments
Experience with:
- Google Suite, including Drives
- Slack
- Zoom
- Hubspot
- Jira
- Confluence
- Asana