What are the responsibilities and job description for the Technical Account Manager position at Outreach?
Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.
About the Team
As part of the Technical Support org, Technical Account Managers (TAMs) are the customer’s internal and technical advocate within Outreach. They aim to develop a deep understanding of our customer’s needs, build strong relationships and collaborate alongside our Customer Success, Product and Engineering teams to help our Enterprise customers achieve their business objectives. They enable our customers to realize long term, meaningful value and ROI within the Outreach platform.
The Role
TAMs are the primary technical contact to their accounts. They meet regularly with Enterprise customers to check in on what’s going well and to understand what support is needed. They center conversations around what’s important to the customer, what needs attention, how we can help and where we can prevent issues. They leverage their knowledge of systems, tools and data to anticipate issues that can have an impact on their customer’s business.
As a trusted product and business process expert, TAMs are considered a champion of their customer’s use cases, implementation and installation. During executive business reviews, they partner alongside our Customer Success team to ensure we’re meeting the technical needs of the customer. They aim to maintain all aspects of the technical relationship including troubleshooting potential issues, advocating for product enhancements, partnering with engineering & sales and preparing their customers for new releases and rollouts.
Location
This is a hybrid position based 3 days each week in either our Atlanta or Seattle office
- Act as a trusted technical advisor for Outreach enterprise customers
- Identify and troubleshoot to achieve a resolution and/or workaround for complex issues by identifying and using resources available from multiple sources
- Partner with the Account teams to represent Outreach in customer business reviews and regular meetings
- Monitor platform performance for the customer and identify vulnerabilities or opportunities to streamline and communicate your recommendations
- Identify areas to improve the customer’s support experience
- You are a problem solver and a forward thinker, you anticipate issues and optimize solutions, you are a relationship manager and a strong customer advocate
- 5-8 years of relevant technical support experience
- Experience in working with dedicated customer accounts and communicating with key stakeholders
- Background in partnering with Customer Experience teams to develop business strategies for enterprise customers
- Ability to take action quickly under pressure to address large scale issues, customer impacting events, and handling incident response
- Experience supporting SaaS products highly preferred
- Experience as a senior technical resource or technical lead role preferred
- Proficiency in the following:
- CRM products (Salesforce and Dynamics preferred)
- SSO
- all layers of TCP/IP
- VOIP systems (programmable voice providers such as Twilio preferred)
- Basic understanding of Sales engagement platforms, RESTful APIs, group policy
- Advanced knowledge of the latest Windows OS and Mac OS client
- Understanding of multi-product SaaS tech stacks, particularly in a Sales Operations/Sales Development environment preferred
- Server Operating Systems or experience as a Network or Systems Admin preferred
The base salary range for this role is $85,500 - $139,500. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA ), Gender , Disability Community, and Veterans/Military
• A parental leave program that includes not just extended time off but options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
Salary : $85,500 - $139,500
