Technical Account Manager
Job DescriptionJob Description
Prime Care Technologies, an industry leader as a Managed Service Provider, has an immediate opening for a Technical Account Manager aka Customer Experience Manager, in our Duluth office. If you are known for providing top quality customer support and you have a technical background, we want to meet you!
POSITION SUMMARY
This position is responsible for managing a customer’s adoption, utilization, retention, and understanding of their department’s products or services. They provide exceptional service through regular contact with the customer. They work closely with key personnel to develop relationships that ensure renewals and create sales opportunities. By providing top-quality service to customers and support to subordinates, the Customer Experience Manager consistently ensures customer satisfaction and strengthened relationships between customer and provider.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Monitors the onboarding or implementation process from the signing of the MSA
• Creates and maintains a positive rapport with stakeholders and key personnel
• Provides ongoing support to customers to confirm they continue to make effective use of services and products
• Conducts customer training related to product operations & services
• Ensures timely & effective resolution of customer requests and project tasks
• Reviews customer setup, mapping documents & data files regarding compliance standards
• May write, design, edit, and maintain training materials or documentation
• May perform data testing, troubleshooting, or tracking of account metrics• Reviews customer requests and recommends product improvements
• Consistently looks for opportunities, identifies trends and presents solutions
• Perform other duties as assigned.
MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)
• Bachelor’s degree in Computer Science or a related field or equivalent combination of training, education, and experience that would provide the required abilities
• 5 years of experience in an account management role
• 5 years of experience working in a Managed Service Provider or SaaS industry
• 5 years of experience with project management
• 3 years of employee management experience
• Experience using Jira, SDP, or similar project tracking software required
• Proficient using Microsoft Outlook and other MS Office products
• Solid knowledge of long-term care business environment, preferable in a large enterprise
• Proven relationship management skills required in order to create, maintain and enhance customer relationships.
• Must be a proficient communicator and listener
• Must possess excellent relationship-building skills
• Excellent verbal and written skills and strong interpersonal skills.
Prime Care Technologies offers a full benefit package including health, dental, vision, company-paid life, company-paid short and long-term , 401(k) with match and paid time off. Conveniently located in Gwinnett county with easy access off of I-85.
Prime Care Technologies is an equal opportunity employer. Due to the high volume of response, no phone calls please.