Technical Account Manager

We are on the lookout for a Technical Account Manager with experience interacting with customers, knowledge of technology, and can empathize with the trials and tribulations of being a developer.
As the account manager, you are the bridge between the technology team and the user, walking the tightrope between customer satisfaction and developer ability. The role requires someone who can walk gingerly between development, product, marketing, and leadership from some of our largest clients. Youll serve as the product expert, guiding clients user experience and, ultimately, client satisfaction through their implementation of our products.
Our Technical Account Manager must have a strong penchant for technical aptitude along with personality strengths in self-starting and being a proactive instigator. A proven track record of creating and maintaining deep, lasting relationships with customers is a must as youll be dealing with understanding technical and complex issues while creating excitement and loyalty with our customers.
The Task-at-Hand:
Become an expert in our products - with a heavy focus on the technical aspect of the product
Interface with customers in final stages of contracting with sales to gather, collect, and document technical, product, and contract requirements regarding the customers purchase(s) of our products
Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
Partner with the Engineering and Development teams to resolve customer issues
Write documentation, knowledge-based articles, and tutorials to improve the customer experience of our features
Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
Contribute to the development of our implementation and support policies and procedures.