Careers at​ Gloat

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Technical Account Manager

Tel Aviv · Full-time · Entry-level

About The Position

Gloat is on a mission to rethink the modern workforce, to bring startup agility to the world’s biggest enterprises, and to put employees in the best position to achieve anything, and we’re looking for an experienced, customer-obsessed, Technical Account Manager to help realize this mission.


The Technical Account Manager (TAM) is a relationship based role that will have you owning the technical relationship with a number of enterprise customers and partnering with stakeholders across Gloat. The TAM is responsible for understanding of all Gloat solutions and their application within each customer use case and is the primary point of contact for support and technical matters.



Responsibilities

  • Establish and maintain trusted partnerships with customer and internal stakeholders
  • Own and manage the technical relationship with assigned customers
  • Play the role of customer advocate by proactively raising risks and concerns and ensuring that technical and support issues are addressed professionally and consistent with the contract
  • Manage crisis and incident response, work with the Customer Success team, Technical support and Engineering teams to ensure timely resolution while communicating effectively with customers
  • Act as an escalation point for assigned customers for all technical issues
  • Partner with internal stakeholders to facilitate the creation and delivery of RCAs
  • Act as the subject matter expert for customer integrations and configurations and own post-launch changes and required coordinations
  • Lead and manage various tasks such as accessibility audits, load testing, etc.
  • Play an integral role in the customer account team and actively participate in internal and customer facing meetings including quarterly business reviews
  • Educate customers on how existing and new product features and functionality work
  • Advise customers on upcoming releases and possible impact, while managing and coordinating specific customer deployments
  • Generate periodic service performance reports and monitor service metrics to ensure optimal performance


Requirements

  • A passion for customer excellence providing world-class service
  • At least 3 years experience in a Technical Support, Technical Account Manager, or a position in a similar nature in a software product company
  • Excellent communication and interpersonal skills with the ability to build strong relationships with senior level stakeholders, both internal and external
  • Understanding of technologies and the ability to present technical solutions and information to a non-technical audience
  • Ability to understand the customer’s business priorities and how issues impact them
  • Hands-on approach – strong technical troubleshooting skills and problem solving capabilities
  • Experience managing customer escalations, leading various tasks and stakeholders
  • Experience in directly supporting enterprise-level customers
  • Ability and desire to increase knowledge of products and technologies in a fast pace environment
  • Ability to work independently as well as with others in a global team environment
  • Excellent verbal and written English skills
  • Experience working in a startup – advantage
  • Experience working in a SAAS environment – advantage

Experience in the HRTech domain – advantage


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