Technical Account Manager
Description
The Company
The Kantata Cloud for Professional Services™ gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!
About the Opportunity
We're seeking a highly motivated and experienced Technical Account Manager to support a portfolio of enterprise SX clients. You'll be the dedicated point of contact, ensuring exceptional service quality and operational performance aligned with program and delivery standards. Your success will hinge on building strong relationships, understanding each client's unique business needs, and proactively driving the use of our support offerings to optimize their experience and minimize downtime. This role will report directly to our Manager, Strategic Support.
Primary Responsibilities
- Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our SX product and support services.
- Gain in-depth understanding of each client's business and SX product installations to identify specific service needs and opportunities for improvement.
- Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards.
- Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs.
- Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary.
- Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services.
- Analyze client feedback and proactively recommend improvements to our SX product and support offerings.
- Stay up-to-date on industry trends and best practices in PSA and related technologies.
What You Bring to this Role
- 5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company
- Demonstrable experience with the Salesforce Platform including: SOQL Querying, Master-detail object model, Profiles, Permissions, Visualforce page behavior, views and layouts
- Experience with Salesforce Apex Async job processing, Flows, Managed Package content namespacing, capturing Debug Logs is preferred and Apex code/scripting, Lightning Web Components, navigating governor limits and scalability is a big plus
- Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/ Javascript and Saas/PaaS architecture
- Strong understanding of PSA concepts and the importance of service delivery in optimizing client success
- Excellent communication and interpersonal skills, both written and verbal.
- Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.
- Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management.
- Strong sense of ownership and accountability for client satisfaction and service delivery success.
- Willingness to travel occasionally to meet with customers, not expected to exceed 5%
- Candidate must be located in the Eastern US Timezone
- Flexibility for occasional meetings, availability, or duties outside of normal business hours.
Our Philosophy
We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:
- An intentionally engaging and collaborative culture - ditch the silo!
- Strong work-life balance that’s a true focus of the company
- The chance to learn from some of the best people in the business
- A vibrant, collaborative and devoted team, who still makes time for fun
At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect and celebrate everyone’s unique strengths from all different walks of life. As we continue to cultivate diversity within the company, our product (and people!) innovation continues to flourish.
Kantata is an Equal Opportunity Employer.