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Technical Account Manager
3 months ago
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 clients 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 Axons mission critical products
What You Bring
- Bachelors 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