Technical Account Manager Lead

Who are we?

SmartAction exists to advance the AI movement, bridging the gap between what is, and what can be. We are a fully remote company that provides AI-powered virtual agents as a service to more than 100 leading brands across 12 industries. We are headquartered in Dallas/Fort-Worth, TX.

Our company is continuing to grow its proprietary products and feature sets while leveraging best-of-breed technologies to deliver efficient, scalable solutions to our clients and their end customers. This is an excellent career opportunity for a professional with an entrepreneurial mindset and good interpersonal skills.

Responsibilities

The Technical Account Manager Lead is a technical, and analytical individual who will be responsible for the health and continual improvement of SmartAction’s customer applications. The TAM Lead is a paragon of Service Excellence, a strong leader, and focused on driving the Technical Account Management team to success. They are also focused on ensuring resolution of application issues and meeting with their clients on a regular basis to review application performance and any in-flight work aimed at improving the application. As part of the Operations team, the TAM Lead will work closely with the other TAMs and the Project Management and Support Leads to ensure we are delighting and fully optimizing the potential of our client’s applications.

More specifically, the TAM will:   

• Lead the Technical Account Management team in their client delivery goals
• Be responsible for the satisfaction of clients through outstanding service  
• Lead the customer journey from project Go-Live through Hypercare for all assigned clients. For Enterprise level clients the TAM will be retained on the client application through their lifecycle.
• Continuously monitor the health and performance of your application portfolio and proactively engage peers and clients in order to remediate any issues 

• Host reoccurring meetings with clients to review application performance, discuss recommended improvements and provide updates on in-flight application work 
• Lead internal sessions with the rest of the TAM team to share knowledge and collaborate on best practices
• Collaborate with the client and internal stakeholders to determine the client’s key performance metrics and report against these on an ongoing basis 
• Constantly collect client feedback to drive continuous improvement of both your application portfolio as well as our products
• Work with a multi-disciplinary team of Developers, QA, Project Managers, and Support Specialists to manage the execution of application improvements  

• Measure and report on the impact of application improvements on application performance and customer experience once they have been deployed. 

Qualifications/Required Experience

The ideal candidate will possess a record of accomplishment with proven business orientation. In addition, the ideal candidate will have: 

• Excellent written and verbal communication skills 
• Management experience

• Advanced skills using Microsoft Excel and/or Power BI
• 3+ years in a customer-facing roles, such as a Business Analyst, Customer Success Manager, Consultant, Project Manager, etc. 
• Adept at solving multi-disciplinary problems and prioritizing and organizing work 
• Strong presentation skills – able to present data and insights 
• Strong organizational skills 

• Passionate about continually improving customer experience and technology 
• Bachelor’s Degree 

Ideally, you will also have/be:

• Software or IT and Networking experience 
• Tech-savvy knowledge, making you adept at troubleshooting software and/or telephone connectivity issues

• Tenacity to see issues through to a resolution and exceed customer expectations
• Knowledge of Agile and/or Agile tools (JIRA) 
• Contact center operations knowledge is a plus
• SQL or C# knowledge

The candidate must be eligible to work in the US. We do not provide sponsorship for employment visas.

Are you the person we are looking for?

SmartAction is looking for people to join our culture who exemplify Grit, are Unconventional, can be Audacious, and have Curiosity. If you are a driven individual who represents these core values and is not afraid to roll up their sleeves and take initiative, you might be the person we are looking for.

We are happy to provide a competitive benefits package to our full-time employees, including unlimited PTO, Health, Vision, and Dental insurance, 401K, generous paid holidays, stock options, employee recognition awards, active (remote) social events, casual work environment, flexible working arrangements and more.