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Technical Account Manager

1 month 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 SSRS Job Description: Daily Job Functions: Your goal is to provide excellent technical support for SaaS products daily to end users, ensuring their expectations are exceeded. You collaborate daily with both external customers and internal employees for smooth issue resolution. You must be highly available to assist customers in case of issues outside normal business hours. You are responsible for documenting processes, issues, and providing feedback or suggestions for internal team improvements. Manage any requested projects or assignments involving customers, acting as a liaison between the client and the customer. Work with the agency through change management processes to effectively adopt the company's software. Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI. Troubleshoot agency issues and collaborate with engineering and product teams for resolution. Spend up to 4 days on-site per week with customers to resolve issues and answer questions related to client's mission-critical products. What You Bring: Bachelor's degree in business administration or related field OR 4+ years of relevant experience. Experience in building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful insights. Experience in building views, writing & optimizing queries, and creating reports in SQL Server. Proven track record of successfully managing customer relationships and technical projects in a customer-facing/technical support role. Ability to perform reverse engineering, search logs, and conduct root cause analysis. Advanced experience with Microsoft Windows OS, Microsoft Networking, and Active Directory. Understanding of SaaS, cloud providers/solutions, virtualization, and storage. Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies. Basic knowledge of computer hardware, operating systems, and storage devices. Effective communication skills with customers, colleagues, and across departments. Experience using Splunk, JIRA, and/or Salesforce is preferred. Experience working with and supporting law enforcement software systems such as Computer-Aided Dispatch (CAD) and 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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