Senior Consultant, Technical Account Management Specialist

5 days ago

Boston, Massachusetts, United States Showpad Full time
About Showpad

Showpad is a leading sales enablement platform that empowers revenue teams to engage buyers through industry-leading training and coaching software, as well as innovative sales content and engagement solutions.

Job Description

We are seeking a highly skilled Senior Consultant, Technical Account Management to join our team. As a Senior Consultant, Technical Account Management, you will serve as the primary point of contact for managing the technical aspects of a customer's relationship with Showpad.

Key Responsibilities
  • Build and maintain strong relationships with key customer stakeholders
  • Conduct regular check-ins, meetings, and reviews to understand customer goals and challenges, demonstrate progress and results against goals, reconfirm priorities and agree next steps for service delivery
  • Skillfully recognize & navigate customer politics & conflicts, seeking resolutions in a diplomatic & respectful manner
  • Maintain a deep understanding of Showpad products and services, fluently demonstrating the capabilities, new releases, benefits, and value
  • Provide technical guidance and issue management to customers, ensuring they maximise the value of Showpad, maintain high levels of good instance health and align with customer goals and objectives
  • Provide perspective on Showpad to inspire and challenge your customer, articulating best practices aligned with their use-case
  • Fluently explain & demonstrate all of Showpad's upcoming features, synthesizing how they will benefit the customer and improve their Sales Enablement practice
  • Articulately position the value of Showpad's eOS use cases & capabilities tailored to the customer (account, persona & industry)
  • Be an expert on Showpad Instance Health, how to generate reports, interpret reports and prioritise recommended next steps based on analysis
  • Establish mutually agreed instance health improvement and project plans that include scope and are aligned with customer goals, holding stakeholders accountable for the project timeline
  • Work closely with Global Resource Manager to support Consultants to support the delivery of the Managed Service plan
  • Instruct, oversee and manage the delivery and quality of work delivered by Consultants assigned to the Managed Services engagement
  • Generate reports and analysis to track customer goals and metrics set at the beginning of the relationship and on an ongoing basis to demonstrate impact - inclusive of status updates across their full Showpad services engagements and remaining balance of service credits
  • Effectively plan, execute & follow up on customer meetings to drive meaningful engagement & productive outcomes
  • Demonstrate meticulous preparation by thoroughly researching the customer's business, anticipating potential objections & formulating relevant questions, insights & content in advance of meetings
  • Provide a clear agenda ahead of, and summary following meetings, ensuring alignment on desired outcomes & actionable next steps
  • Demonstrate a strong commitment to following established project-specific processes, methodologies, and workflows to a high standard, particularly instance health and enablement maturity assessments
  • Maintain excellent project hygiene and detailed records of customer interactions, issues, and resolutions in our PSA tool, ensuring completeness & accuracy of data at all times
  • Routinely utilise internal tools to streamline tasks & productively manage projects
  • Generate reports and analysis to track customer goals and metrics set at the beginning of the relationship and demonstrate progress in regular check-ins
  • Generate reports and analysis to track customer service credit usage and demonstrate progress in regular check-ins
  • Maintain the minimum target billable utilisation rate
Requirements
  • Bachelor's degree in a relevant technical field or equivalent work experience
  • Deep understanding of the tech industry and specifically Sales Enablement
  • Proven experience in Technical Account Management or similar role
  • SaaS experience with a strong understanding of API's, web hooks, and integrations
  • Strong technical aptitude with the ability to understand and communicate complex technical concepts
  • Proven ability to understand customer goals and translate them into measurable metrics
  • Excellent interpersonal and communication skills, both verbal and written
  • Demonstrated ability to manage multiple customer accounts and priorities simultaneously
  • Problem-solving skills with a proactive and customer-first approach
What We Offer

We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated.

We're building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves.

Whether that's paid parental leave, paid holidays (including Juneteenth and paid time off to vote), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Showpad to support you.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.

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