What are the responsibilities and job description for the Technical Account Manager position at Openforce?
Job Description: Technical Account Manager
Making your next move count
At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. Teamwork and transparent communication are the hallmark of this company. The focus is on high-performance, high customer service and delivery standards. Openforce is a well-established company with an excellent reputation in our industry with a ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.
Position Summary
As a key member of the Client Services team, the Technical Account Manager plays a vital role in delivering high-quality support to Openforce clients of all sizes. You will collaborate closely with the Strategic Account Manager, as well as the Client Services team, supporting clients within your assigned book of business and beyond. This role involves handling complex or escalated issues across accounts of varying sizes, working to resolve them effectively.
The Technical Account Manager serves as a client advocate, ensuring that client needs are understood and met by coordinating with internal teams and providing regular updates. You will take ownership of overall client satisfaction, as measured by the NPS score. This role also involves resolving client complaints, performing data analysis, processing account maintenance requests, technical troubleshooting, and delivering light system training to enhance the Customer Experience. Success in this role requires becoming an expert in Openforce's software and services, leveraging exceptional communication, analytical, and problem-solving skills. This role requires a high-energy individual who is eager to dig into client and/or system issues, with a strong passion for improving processes and enhancing the overall Client Experience, focusing on minimizing client effort.
Responsibilities
Serve as the lead point of contact for complex requests, for all levels of clients, and completing special projects that enhance the Client Experience
Communicate effectively with clients, including strong executive presence, de-escalation, and relationship management skills; develop and maintain a trusted advisor relationship with client stakeholders, executive sponsors, and all other users of our system
Inquisitively ask probing questions, restating to ensure understanding, and explaining product features and value to ensure maximum functionality of the system to meet client business needs
Ensure the timely and successful delivery of our solutions, according to customer needs, and objectives with a white-glove customer service mindset
Support clients with system update/change requests; partner internally to ensure completion of requests, and manage internal communication tools by creating and managing Jira tickets, providing timely updates to the client, and seeing the task to completion
Demonstrate expertise by resolving complaints, preventing client escalations, and preventing compounding issues
Supports internal User Acceptance Testing (UAT) Efforts
Proactively supports the Tier 2 Client Services team with tasks as needed
Update and maintain Knowledge Base articles and client profiles
Competencies
Communication: Effectively communicate using varying methods, i.e. video calls, in-person, written, presentation, etc. Ability to effectively influence key stakeholders at all levels of an organization, strong executive presence, and to provide a firm yet empathic message as needed. Effectively manage meetings and ensure messages are clear, concise, and customer-focused.
Problem-Solving: Effectively review ambiguous topics, ask probing questions, restate concerns, and provide a resolution, along with a timeline, to the issue, complaint, or request. Seek internal and external assistance and drive to a successful solution.
Customer Service: Using white-glove customer service, emotional intelligence, and interpersonal skills, approach each client (internal or external) or situation with a positive and solutions-driven demeanor. The ability to make and maintain relationships both internally and externally.
Drive: Use internal means to work proficiently within internal and external working teams and independently from a remote location. The ability to seek answers and continue working through difficult tasks while maintaining communication and deadlines. Remain organized, focused, and results-driven.
Experience and Education
Bachelor's degree or equivalent relevant experience
Prior experience and knowledge with supporting SaaS clients as well as working with Software Product Management and Engineering teams
Comfortable using collaboration and CRM tools such as Atlassian (Confluence & Jira), Salesforce, Monday.com, and other such programs
Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint, Teams)
Knowledge of file management, transcription, and other administrative procedures
The Perks
Continued training and career development
Work from home role with occasional office visits as requested
Full Benefits Package including medical, dental, vision, and 401k match
Vacation, Sick, and Holiday Pay
Job Type: Exempt, Full Time
Salary: Salary
Travel: Limited and known in advance
Passion, excellence, respect, accountability, and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful. We are looking for someone who understands good culture and will help shape it as it evolves.
