What are the responsibilities and job description for the Senior Technical Account Manager position at Deputy?
Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London. Our platform serves over 1.5 million workers and 375,000 workplaces across 100 countries. We are backed by top global investors and recently achieved Unicorn status.
At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce : hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.
If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!
The Team :
Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like retail to food & beverage to retail and many more. Our key focus is empowering customers to leverage Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.
The Role :
A Senior Technical Account Manager (TAM) proactively works alongside the Customer Success team to support the growth and expansion of Deputy products with our strategic and CSM managed customers. TAM’s utilize their technical acumen and customer-facing skills to effectively help plan and provide solutions that improve the value and usability of Deputy for our customers. This role is a major part of our post-sales process and will demonstrate success through the retention of customers.
Key Responsibilities
- Drive ongoing proactive technical consultation with key customers to support growth, satisfaction, utilization, and retention.
- Be a technical advisor with your customers by understanding their business / operational needs and technical challenges, and help them achieve the greatest value from the Deputy platform.
- Proactively conceptualize creative solutions to meet customers’ demands and partner collaboratively with our Success, Support, Delivery services, Product, and Engineering teams, plus Partners to facilitate the creation of the customer’s needs within the product globally.
- Facilitate the resolution of technical issues and translate these issues for support or engineering to help resolve quickly (diagnosis, document, etc.).
- Institutionalize customer accounts by automating manual workflows, simplifying planning frameworks, and driving long-term solutions for customers.
- Be the voice of the customer and act as a technical liaison by documenting and providing ongoing feedback to educate internal technical teams on customer needs and challenges.
Qualifications
Employee Perks
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspectives and skills.
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