Technical Account Manager

The Technical Account Manager position at ServiceTrade is a key position within the organization that delivers strategic managed subscription services to customers. You will be responsible for creating and executing against a service plan with customers aligned to the contracted TAM subscription service level. You will ensure that your customers increase their adoption of and realize maximum business value from optimal usage of ServiceTrade’s apps and services. You will engage with customers throughout the term of their TAM subscription by reviewing plans and executing services, reviewing new features, auditing and improving the setup and implementation of ServiceTrade’s apps and creating integrations, custom portal development and maintenance via Wordpress, B/I dashboards and reports. You will work closely with Account Managers to address key customer needs and objectives and to strategize on objectives. You must work well in a team environment and in communication with other ServiceTrade departments, such as Account Management, Customer Support, Engineering, Professional Services, Sales Operations, Product Management, and Marketing.

We are looking for a competitive self-starter and career-oriented professional who wants to impact the growth of our business and of our customers. 5 years in a customer-facing technical role (preferably SaaS) is required. A natural curiosity, intelligence, grit and focus on learning and improving day over day is required.

We offer a competitive salary plus bonuses for success, health benefits (including dental), focus on sales training and professional growth.

This position can be based in our Durham/RTP, NC office and remote applicants will be considered. Our office is located just off I-40 on Miami Blvd.

Key Responsibilities and Activities

Creation and Execution of Customer Success Plans

• Engage key customer executives and users to develop a Success plan to use contracted monthly hours to tackle key business and technical opportunities throughout the term.
• Prioritize projects based on effort and impact to maximize the use of contracted hours.
• Track and account for billed hours and provide monthly updates to customer on completed tasks and objectives against the plan
• Secure prior written approval from customers for any overage hours billed
• Drive engagement with customers to ensure projects move forward and value is derived from billed hours
• Communicate and coordinate with Account Manager(s) on areas of opportunity and risk within an account
• Act as liaison between customer and Customer Support for escalated tickets
• Act as liaison between customer and Engineering for feature requests

Technical Work

• TAM subscription services will require technical execution including, but not limited to: integrations, Zapier integrations, customer portal development and maintenance via Wordpress, QuickSight B/I dashboards and reporting, core ServiceTrade account, user updates, ServiceForms forms creation, PartsLedger maintenance
• Maintain implementation and maintenance knowledge of common integrations, including but not limited to accounting systems, CRM, communications platforms, etc.

Training, Pre-sales and Administration

• Maintain high level of understanding of Commercial Service Contractor industry and ServiceTrade products and services through certification and ongoing training
• Prioritize billable hours through effective time management and scheduling of customer reviews and communications
• Minimize non-TAM activity and focus on billable subscriber base
• Participate in Customer calls with Account Management positioning the TAM solution
• Assist in creation of sales and marketing materials, as well as securing customer references for the program
• Cross-train other individuals who could become TAM resources in future
• Maintain accurate customer account records and effectively document work and impact for internal and customer-facing review

Knowledge and Skills

• Professional oral, written, presentation, and interpersonal communication skills
• Highly organized and ability to prioritize activity and work in a fast paced, team environment
• In-depth knowledge of SaaS, Cloud-based software, APIs and integrations required
• Proficiency with Google Apps, service related applications, Zoom preferred
• B.A. or B.S. degree with 5 years of customer-facing technical experience

A few things you want to know:

What does ServiceTrade do?

ServiceTrade makes web and mobile SaaS applications for commercial service contractors. Our customers provide inspection, maintenance, and repair services to commercial and industrial facilities to keep them safe, fully operational, and compliant. ServiceTrade began in 2012 and now serves more than 800 commercial service contractors who manage 12,000 technicians across the US and Canada.

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up - that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our Meet the Team page.

What kind of benefits do you offer?

• Paid vacation, paid holidays, and paid sick days
• 401(k) with up to 2% employer match
• Health, vision, and dental insurance
• Optional supplemental insurance policies for things like accidents, injuries, hospitalizations, or cancer diagnosis and treatment
• Life insurance, AD&D, and long- and short-term care policies
• FSA and DCFSA - pre-tax flexible spending accounts

Want to know more?

Go ahead and apply! Let’s get to know each other.