KATABAT Technical Account Manager Salary in the United States

Technical Account Manager

About Katabat

Founded in 2006, Katabat is headquartered in Wilmington, Delaware with offices in London and Sydney.  Serving consumer lenders globally, Katabat delivers automated, customer experience management (CXM) solutions that help our clients operate more efficiently, seamlessly, and profitably across the full credit lifecycle.

Why make a career move to Katabat

If you have always wanted to be an entrepreneur who builds a successful business, Katabat is ready for you! We have assembled an insider team of industry thought leaders, cutting edge strategists, and “get it done” software specialists.

Position Summary

The Technical Account Manager (TAM) is responsible for managing all technical aspects of Katabat’s relationship for assigned client(s). This role is largely client-facing, and requires strong communication skills, confidence, creativity and bold thinking in all situations. This will require you to establish and manage expectations within the clients’ business and drive IT teams to achieve those expectations to a high standard.

Key Accountabilities include:

• Manage assigned portfolio of clients to superior satisfaction as measured by Net Promoter Score (NPS).
• You will provide consultation and support to the clients after implementation, including the correct use of the system and application procedures.
• Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner.
• You will support our clients utilizing our products and services.
• Log, track and handle all incoming tickets/incidents, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction.
• You will provide detailed analysis of issues received from clients. 
• Knowledge and understanding of technical concepts - HTML, JavaScript, Flash, XML and programming languages are an advantage.
• You will communicate progress and any potential problems to manager for awareness and/or resolution.
• You will collaborate extensively with internal groups such as developers and testers to resolve client issues, actively contributing to the effectiveness of the team.
• Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups.
• Perform other duties as required.
• Conduct periodic reviews of operational performance with customers, including service disruptions and SLA reviews.
• Build productive working relationships with other Katabat team members and build strong and positive relationships with clients at various levels.
• Miscellaneous tasks as assigned by management[JD1] .

Requirements

• Experience of working in a technical client support role with a clear history of customer-facing experience in the software industry.
• Excellent interpersonal and communication skills
• Highly independent self-starter.
• Consistently demonstrates strong organizational, project/program management, change management, and problem-solving skills
• Manages own time effectively; ability to successfully multitask.

Education/Experience

• Bachelor’s degree in Business, Computer Science, Engineering, Math or Science highly preferred.
• ITIL Foundation Certificate preferred.
• Experience with design, implementation, and operations of distributed applications.
• Working knowledge of software development practices and technologies.
• Ability to travel to client sites if required.