Technical Account Manager
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Job Description
Technical Account Manager
About HONK:
HONK is a rapidly growing technology company revolutionizing the roadside assistance industry. We are passionate about providing exceptional customer experiences and leveraging technology to simplify complex problems.
Job Description:
We are seeking a highly motivated and experienced Technical Account Manager to join our growing team. As a Technical Account Manager, you will be the primary point of contact for our strategic customers, ensuring their success with HONK's platform and services.
Responsibilities:
- Lead customer onboarding and facilitate a smooth transition for new clients.
- Develop and deliver training materials and sessions to empower customers to utilize HONK's full capabilities.
- Collaborate with Customer Success and Sales teams to maximize customer value and drive growth.
- Provide hands-on technical support, review support cases, and offer strategic recommendations to customers.
- Manage escalations with the Engineering team and identify valuable use cases to inform product development.
Qualifications:
- 5+ years of experience in a support, technical account management, or consulting role within a SaaS environment.
- Strong technical aptitude, including experience with APIs and custom code.
- Excellent communication, presentation, and interpersonal skills.
- Proven ability to manage multiple assignments effectively and work independently.
- Experience supporting critical processes for major Enterprise customers.
Compensation:
$90,000 - $135,000 per year, with potential commission and other forms of compensation.
Qualifications
Required:
- Experience: Minimum 5 years of experience in a customer-facing role within a SaaS environment, including support, technical account management, or consulting.
- Technical Proficiency: Demonstrated understanding of APIs and experience working with custom code.
- Communication & Presentation: Excellent written and verbal communication skills with the ability to deliver clear and concise presentations to technical and non-technical audiences.
- Organizational Skills: Proven ability to manage multiple projects simultaneously, prioritize tasks effectively, and work independently.
- Customer Focus: Experience supporting critical processes for major Enterprise customers and a commitment to delivering exceptional customer experiences.
Preferred:
- Experience working with roadside assistance or similar industry.
- Familiarity with CRM and helpdesk software.
- Bachelor's degree in Computer Science, Engineering, or a related field.
Key Responsibilities:
Customer Success:
- Lead the onboarding process for new clients, ensuring a smooth transition and understanding of HONK's platform and services.
- Develop and deliver comprehensive training materials and sessions to empower customers to effectively utilize HONK's offerings.
- Collaborate with Customer Success and Sales teams to identify opportunities to enhance customer value and drive growth.
Technical Support & Escalation:
- Provide direct technical support to customers, resolving issues and addressing inquiries promptly and efficiently.
- Review and analyze support cases to identify recurring trends and areas for improvement.
- Manage escalations with the Engineering team, ensuring timely resolution and effective communication with customers.
- Leverage customer feedback and insights to inform product development and roadmap prioritization.
Selection Process
HONK Technical Account Manager Hiring Workflow
1. Application Review: AI-powered screening analyzes resumes for required skills and experience.
2. Phone Screening: HR conducts brief calls to assess communication skills and cultural fit.
3. Technical Assessment: Candidates complete a coding challenge or technical quiz to evaluate their expertise.
4. Interview Rounds:
- Behavioral Interview: Focuses on past experiences and problem-solving abilities.
- Technical Interview: Dives deeper into technical knowledge and understanding of SaaS environments.
- Culture Fit Interview: Assesses alignment with HONK's values and work environment.
5. Reference Checks: Verifying candidate's experience and work ethic through previous employers.
6. Decision & Offer: Hiring manager makes the final decision based on all gathered information. A competitive compensation package is presented to the selected candidate.
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Important Note
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About HONK
About HONK
HONK is revolutionizing the roadside assistance industry with its innovative technology platform. We're a fast-growing company dedicated to providing seamless and efficient solutions for drivers in need.
At HONK, we believe in empowering our customers with the tools and support they need to navigate unexpected situations with ease. Our mission is to make roadside assistance accessible, transparent, and reliable for everyone. We're passionate about building a world-class team and fostering a culture of innovation, collaboration, and customer-centricity.
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