Technical Account Manager for SaaS company

This position will be part of a Customer Engagement team.  That team is responsible for implementing, keeping and growing our client relationships.  We work to foster customer loyalty by ensuring that our customers fully utilize the value of our solutions and services and ensuring we deliver those services with high quality.

Your primary role is to work directly with clients to help provide business, functional and technology solutions; identify and build out client specific requirements for integrations and custom functionality on the software platform, then monitor and drive the implementation of those within the company and client organizations.  The position must facilitate and lead business process design/ redesign workshops while effectively establishing and managing customer/ stakeholder expectations.

The ideal candidate will have a few years’ experience with a technology consulting firm with roles focused on delivering technology-based projects for financial services clients.

Roles and Responsibilities

·    Establishes personal rapport with customers and other persons in a position to understand requirements

·    Analyze the business needs of the customers and stakeholders by identifying potential problems and proposing solutions.

·    Translate business requirements from the customer into functional and high level technical specifications, keeping in mind the technical and functional integrity of the application.

·    Manage client implementations through building and managing project plans, project governance internally and with client, and risk/issues logs, etc.

·    Support the development team to provide effective technical enhancements or solutions and work across operations, IT and administrative staff to ensure successful implementation of the client program/change

·    Validate the implemented solution against the functional specifications and as inspector to ensure that the project will match the business requirements

·    Communicate with business users related to the existence and use of delivered system functionality and current enhancements by providing product, service, or equipment-related technical and engineering information

·    May also help manage client relationships: Ensure that all of our clients’ needs are understood and addressed in the specifications so that client satisfaction and revenue are maximized and issues and risks are minimized immediately and for the long term

·    Develop subject matter expertise in the company’s products, systems, and processes in order to effectively sell, explain and implement our company’s capabilities

Qualifications

·    5+ years’ experience in developing software requirements in client facing environments

·    Solid experience in relationship building

·    Ability to understand customer needs and technical requirements

·    Engineering/programming background preferred

·    Must understand business, functional and technical lingo with the ability to change content and style based on target audience

·    Prior experience in business process modeling and design, eliciting use-cases and scenarios.

·    Excellent oral and written communication skills

·   Solution-oriented, proactive approach coupled with practical knowledge of execution in a high-growth environment

·   Ability to manage time effectively

·    Bachelor's degree in Engineering, Computer Science, Business and/or other related field

·    Strong analytical, coordination, and documentation skills

·    History of meeting/exceeding deadlines and delivery high quality results

·    Experience with Microsoft Word, Project and Excel and other common productivity software

·   Must have worked with geographically dispersed teams