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Technical Account Specialist
About the Company
Job Description
We are currently seeking a skilled and motivated Technical Account Specialist to serve as a crucial link between our valued customers and our internal teams, which encompass Customer Success, Sales, Support, and Engineering. This multifaceted role requires a blend of direct client interaction and a robust focus on Customer Success Operations. Responsibilities will include managing data, conducting in-depth analytics, generating comprehensive reports, and maintaining internal tooling. The ultimate goal is to ensure seamless onboarding processes, drive product adoption, and contribute significantly to overall account success and client satisfaction.
| Company Name | FreshPrints |
|---|---|
| Role | Technical Account Specialist |
| Location | India & The Philippines (Remote) |
| Salary | |
| Job Type |
Responsibilities
- Client-Facing Support:
Collaborate closely with Customer Success Managers (CSMs) and Account Executives to gain a thorough understanding of customer needs, business objectives, and specific technical requirements.
- Offer expert guidance and support regarding integrations with Application Programming Interfaces (APIs), webhooks, and various internal systems.
- Identify, troubleshoot, and effectively resolve technical issues that may be hindering product adoption rates or impacting renewal opportunities.
- CS Operations & Analytics:
Develop and maintain dynamic dashboards and insightful reports to monitor and assess customer health, product adoption, usage patterns and trends, churn forecasts, and other critical performance indicators.
- Conduct rigorous data analysis to identify key patterns, generate actionable insights, and provide valuable support for informed decision-making by CSMs and company leadership.
- Assume ownership or co-ownership of Customer Success tools (such as Gainsight, Totango, and ChurnZero), Customer Relationship Management (CRM) system usage (Salesforce, HubSpot), system integrations, workflow automations, and data integrity initiatives.
- Recommend and implement strategic process improvements to optimize workflows across the Customer Success, Sales, and Support departments, enhancing overall efficiency and collaboration.
- Renewals & Expansion Support:
Work in partnership with CSMs on both renewals and expansion opportunities, contributing technical expertise and operational support to facilitate successful outcomes.
- Actively participate in Executive Business Reviews (EBRs) and regular account check-in meetings to consistently drive and demonstrate value to our customers.
- Technical Escalation & Collaboration:
Serve as a primary escalation point for the resolution of intricate and challenging technical issues.
- Foster seamless collaboration with Support, Product, and Engineering teams to effectively resolve high-priority incidents, ensuring minimal disruption and optimal customer experience.
- Thoroughly document solutions, practical workarounds, and industry best practices within the company’s Knowledge Base, promoting knowledge sharing and continuous improvement.
Qualifications
- Demonstrated experience in Technical Account Management, Customer Success Operations, Solutions Engineering, or Implementation roles, specifically within a Business-to-Business (B2B) Software as a Service (SaaS) environment.
- Extensive hands-on experience with a range of Customer Success tools, CRM platforms, dashboard creation, and reporting functionalities, including proficiency with platforms such as Gainsight, Totango, Salesforce, Metabase, and Looker.
- Exceptional skills in data analysis, report generation, and the ability to translate data into clear, actionable insights that drive strategic decision-making.
- Comprehensive understanding of APIs, webhooks, and common data formats, including JSON, CSV, and XML.
- Outstanding written and verbal communication skills, with the ability to effectively explain complex technical concepts to both technical and non-technical audiences.
- A strong problem-solving aptitude and a demonstrated operational focus, emphasizing efficiency and results.
- Previous experience within the logistics, supply chain, or SaaS operations sectors.
- Familiarity with SQL or scripting languages such as Python or JavaScript, specifically for the purpose of creating customized dashboards, generating reports, and performing data validation.
- Experience with automation and integration tools, such as Zapier and Workato.
Skills
ATS Keywords
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Frequently Asked Questions
A typical day involves a mix of direct client interaction to understand their needs, analyzing data to identify trends and insights, developing reports and dashboards, troubleshooting technical issues, collaborating with internal teams (Customer Success, Sales, Support, Engineering), and working on process improvements.
The role offers opportunities to develop expertise in both technical account management and customer success operations. There is potential to grow into more senior roles within the Customer Success team, specializing in areas such as data analysis, system integrations, or client management.
You will be using a variety of Customer Success tools (e.g., Gainsight, Totango, ChurnZero), CRM platforms (e.g., Salesforce, HubSpot), dashboarding and reporting tools (e.g., Metabase, Looker), APIs, webhooks, and potentially SQL or scripting languages like Python or JavaScript.
While the position is remote, FreshPrints emphasizes collaboration and communication. Expect to work closely with other team members, participate in virtual meetings, and use various communication tools to stay connected and aligned.
Other Information
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How to Apply
- Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
- Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
- Fill Out the Application: On the official website, fill out the application form with the provided information.
- Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
- Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.
