Careers at​ Gloat

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Technical Account Manager

New York · Full-time · Intermediate

About The Position

Who are we:

Gloat helps organizations harness the hidden potential of their employees. And by matching people to internal projects, learning, and career opportunities, we enable employees to take charge of their careers.

As leaders rethink the modern workforce, we empower them to put employees and employers in the position to achieve anything. The world’s first internal talent marketplace is how we deliver on this promise. Our state-of-the-art AI platform provides mission-critical visibility, insight, and organizational agility.

By reinventing how work gets done, Gloat is disrupting the HR-Tech industry and enabling the most innovative enterprises to build future-ready workforces.


What our life looks like:

We are a fast-growing, dynamic startup with offices in Tel Aviv, New York, London, Singapore, and Melbourne, as well as a fleet of remote workers all around the globe. We value collaboration and innovative thinking, and we’re always looking for bright, driven, and all-around awesome people to join the fun and grow with us (since we use our own product, every Gloater is highly incentivized to learn and evolve)


Who we’re looking for:

  • G – get it done
  • L – look beyond the status quo
  • O – own it
  • A – adapt and evolve
  • T – tear down silos
  • E – empower our customers
  • R – rely on each other


The Job: 

The Technical Account Manager (TAM) is a customer 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 developing a deep 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 customers 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 coordination
  • 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 of experience in a Technical Support, Technical Account Manager, or a position of 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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