Technical Account Manager

2 weeks ago

Cincinnati, United States Softworld, a Kelly Company Full time

Job Title: Technical Account Manager

Job Location: Cincinnati Ohio 45221

Onsite Requirements:

  • SQL
  • power bi
  • Microsoft SSR

Job Description:

Daily Job Functions:

  • Your goal is to provide excellent technical support for SaaS products daily to the end users, making sure their expectations are exceeded
  • You collaborate daily with both external customers and internal employees for smooth resolution to issues
  • You have high availability and will assist customers if any issues occur outside of normal business hours
  • You document any processes or issues, and provide feedback or suggestions to the internal team for improvements
  • Manage any requested projects or assignments involving your customers, acting as liaison between the client and the customer
  • Work with the agency through change management processes to effectively adopt company's software
  • Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI
  • Troubleshoot agency issues and work with engineering and product teams through resolution
  • Spend up to 4 days on site per week with customers resolving issues & answering questions related to client's mission critical products

What You Bring:

  • Bachelor's degree in business administration or related field OR 4+ yrs of relative experience
  • Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights
  • Experience building views, writing & optimizing queries, and creating reports in SQL Server
  • Strong and proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
  • Ability to do reverse engineering, searching logs and root cause analysis
  • Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
  • Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
  • Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
  • Basic knowledge of computer hardware, operating systems, and storage devices
  • Ability to effectively communicate with various people including customers, colleagues, and across departments
  • Experience using Splunk, JIRA, and/or Salesforce is preferred
  • Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is a plus
  • Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information

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