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Technical Account Manager

C

Clearfeed

IT, Sales & Business Development
Remote
Posted on Wednesday, April 26, 2023

ClearFeed is a Slack application that tracks every request on Slack, escalates unattended ones, and bridges the boundaries between Slack and systems like Jira, JSM, Zendesk, SalesForce, FreshDesk, HelpJuice with powerful bi-directional integrations. It uses AI to identify important requests, categorise and tag them and helps managers understand overall load, service metrics, and plan capacity. We are proud to be working with some of the best-known companies in the world like Glean, Ola Cabs, Databricks and Atlan Data and helping them improve collaboration with customers and employees.

We are founded by a team of second-time entrepreneurs who previously worked at companies like Facebook, Amazon and Qubole. Our small team of engineers, data scientists and product managers is based out of India and we are actively looking for early members to join our mission. We are backed by Sequoia Surge, 8VC and leading angels

Job Role :

The Technical Account Manager will be responsible for ensuring a smooth and successful onboarding experience for new customers, as well as providing ongoing technical support and training to existing customers. The successful candidate will have a strong technical background and excellent customer service skills, with the ability to communicate complex technical information to non-technical users.

Key Responsibilities:

Work closely with the sales team to understand new customer needs and ensure a smooth onboarding process, including installation and configuration of the product.
Provide ongoing technical support to existing customers, troubleshooting issues and providing solutions in a timely and efficient manner.
Deliver customer training sessions, both online and in-person, to ensure customers can use the product effectively.
Configure the SaaS product to meet customer needs, including data migration, integration, and customization
Collaborate with cross-functional teams, including sales, product management, and engineering, to ensure the successful delivery of customer implementations
Create and maintain technical documentation, including user guides and troubleshooting guides.
Collaborate with cross-functional teams, including product management and engineering, to identify and resolve customer issues and suggest product improvements.
Continuously update knowledge and skills through training and self-directed learning to stay current with the latest product features

Qualifications:

Bachelor's degree in Computer Science or related field.
2+ years of experience in technical support, customer service, or related fields.
Experience working with software installation and configuration, preferably in a SaaS environment.
Excellent problem-solving and troubleshooting skills.
Strong communication skills, with the ability to explain complex technical information to non-technical users.