Technical Account Manager

EasySend is a low-code platform for building and optimizing digital customer journeys. EasySend transforms paperwork-based processes into opportunities for customer engagement and revenue growth.

We are looking for a self-motivated, fast learning and creative thinking Technical Account Manager to join our Global Customer Success Group.

In this role, you will serve as customers' focal point, ensuring customers achieve their desired outcomes while maximizing the value they derive from our platform. You will proactively build relationships, identify opportunities to improve customer satisfaction and work to ensure long-term success and growth. You will be the voice of the customer within EasySend and work closely with all departments to ensure the successful delivery of projects, including onboarding.

Responsibilities

End-to-end Project Management: Oversee technical requests from discovery to rollout. Manage multiple high-budget projects simultaneously, ensuring they meet scope, timeline, and budget. Lead POC and ensure solutions align with client needs based on the product roadmap.
Onboarding & Training: Guide new customers through onboarding and provide a comprehensive training plan on our product
Implementation Oversight: Ensure successful execution of implementation activities such as QA and acceptance testing, feedback handling, training, migration, and support initiation. Proactively mitigate implementation risks.
Customer Retention & Relationship Management: Build and maintain strong, long-term relationships with global clients, ensuring they derive maximum value from our product. Monitor satisfaction levels, proactively identifying at-risk accounts and implementing strategies to improve retention. Prepare and deliver quarterly business reviews.
Renewals & Upsells: manage contract renewals and upsells
customer trusted adviser: Serve as the primary point of contact for the customer, identifying and researching technical issues. Follow up promptly with recommendations and action plans and engage appropriate internal teams as required.
Feedback & Advocacy: Gather customer feedback and advocate for product improvements
Problem-Solving : Proactively identify risks and develop solutions to technical, organizational, and client-related challenges. Demonstrate a can-do attitude, continuously driving team members to effectively overcome project challenges. Coordinating between internal teams (e.g., support, developers, DevOps and product).

Requirements:

3+ years of experience in a customer-facing role in a Saas company
Technical background and system analysis capabilities
Excellent written and oral communication skills in English (A must)
Experience with both Waterfall and Agile project management methodologies
Proficiency with CRM tools and data analytics: Microsoft Excel, monday.com, Jira, SF and Zendesk
Demonstrated ability to drive adoption of new technologies and ensure customer satisfaction
Experience managing multiple projects simultaneously
Excellent client-facing and interpersonal skills
Ability to anticipate challenges and manage problems as they arise
Flexibility and adaptability to thrive in a fast-paced, dynamic work environment, with the ability to respond quickly to changing customer needs and market demands
Strong organizational skills
A commitment to using and continually developing leadership skills

Advantages:

Bachelor’s degree in Industrial Engineering
UX background
Experience working in a startup company
Familiarity with communication protocols and standards (e.g., REST)
Knowledge of API integration processes.
Familiarity with digitization processes in industries such as insurance, finance, or banking