Technical Support Account Manager

About the company

Gloat is a revolutionary startup based in New York and Tel Aviv. Our pioneering Internal Talent Marketplace has disrupted the HR Tech industry and is now powering some of the world’s largest, and most innovative companies in their journey of becoming future-ready workforces. If HR tech, career development, and the future of work are issues you care about - you’re in for a crazy ride.

Life at Gloat

We are a fast-growing and dynamic startup with 140+ team members between our offices in Tel Aviv and New York City. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.

About the Role

Technical Account Managers (TAMs) are responsible for building and maintaining relationships with customers, providing technical support, and ensuring that customers are satisfied with the products or services they are using. TAMs shoud have a deep understanding of the products or services they are supporting, as well as the ability to communicate effectively with both technical and non-technical audiences.

Key Responsibilities

• Owns customers support tickets and requests E2E: This includes troubleshooting and resolving customer issues, as well as providing technical guidance and support.
• Proactively monitors customer environments health - use tools to proactively monitor customer environments for potential issues and take steps to prevent those issues from occurring.
• Coordinating Change requests : work closely with Customer Representatives (CRs) to ensure that customer needs are met and that customers are satisfied with the level of service they are receiving.
• Assists with configuration changes: Advise customers on their configuration options and configure their environments to meet their specific needs.
• Conducts tech reviews with the customer - conduct technical reviews with customers on a monthly/quarterly basis.
• Owns Tech customers education: responsible for providing technical training and education to customers.

Additional Responsibilities

• Builds and maintains relationships with customers: develop strong relationships with customers by understanding their needs and providing them with the support they need to succeed.
• Ensures customer satisfaction: work to ensure that customers are satisfied with the products or services they are using. This includes addressing any customer concerns and resolving any issues promptly.
• Gathers and analyzes customer feedback: TAMs gather and analyze customer feedback to identify areas where the products or services can be improved.
• Collaborates with other teams: collaborate with cross functional teams, such as sales, engineering, and marketing, to ensure that customers are receiving the best possible support.

Requirements

• Bachelor's degree in computer science, information systems or a related field
• 2+ years of experience in a technical support role
• Strong understanding of the company's products or services
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team

Benefits

Gloat provides a reasonable range of compensation. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. The starting salary range for this role is $85,000 - $100,000. Benefits include discretionary (unlimited) PTO; health care, dental, vision, and life insurance + voluntary coverage options, 401k + matching; remote, hybrid, flexible work environments; employee assistance program; learning & development opportunities; laptop & tech setups; and, among other things, WeGloat (Gloat for Gloat!)

At Gloat, we believe that realizing the Anything Workforce begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.