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Technical Account Manager

3 months ago

Kent, United States Softworld, a Kelly Company Full time

Technical Account Manager

Location: Kent, WA

Duration: 12 months + (possible conversion)



Softworld, a Kelly Company, is currently recruiting for a Technical Account Manager to work on-site in Kent, WA providing support for our clients enterprise SaaS software. The ideal candidate will be a customer-facing technical support expert with over two years of experience working with enterprise-level customers. They should possess strong skills in SaaS, cloud solutions, and JSON, SQL and PowerBI. The candidate must have excellent interpersonal and problem-solving skills, be detail-oriented, and capable of managing technical projects and customer relationships effectively.


Your Day to Day:

Daily Job Functions:

  • Your goal is to provide excellent technical support for our clients RMS and Standards products daily, 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 our clients and the customer
  • Work with the agency through change management processes to effectively adopt our client’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 Axon’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