Job Description

ActivTrak, a leader in the SaaS industry, offers unparalleled workplace analytics and productivity management solutions. Our Technical Support team is at the heart of our customer-first approach, dedicated to delivering exceptional support and fostering user success. As trusted advisors, we pride ourselves on exceeding customer expectations through effective communication, innovative problem solving, and a proactive service ethos.

We are seeking a driven and customer-obsessed Associate Technical Account Manager (TAM) to serve as a technical resource to some of ActivTrak’s larger or more strategic customers. Partnering with our Customer Success Managers (CSMs), the TAM will manage the technical needs of assigned accounts, maintaining focus on the customer’s business goals to improve their overall technical health and maximize value from their ActivTrak investment.

The ideal TAM has a high level of technical aptitude and resourcefulness, and will quickly absorb extensive knowledge of the ActivTrak platform and related products in order to effectively support customers.

Key Responsibilities:

• Manage the support ticket queue for assigned accounts:
• Employ active, empathetic listening to deeply understand customer scenarios, and lead cross-functional collaboration to deliver creative troubleshooting and tailored solutions.
• Relay customer feedback and patterns to aid in product improvement.
• Create and monitor engineering tickets for high-severity or complex cases, advocating for customers by providing proper impact analysis, ensuring accountability, and driving progress toward resolution.
• Provide clear and frequent communication throughout the support process, scheduling and leading calls when necessary to enhance efficiency.
• Prepare and present Health and Configuration Checks:
• Collaborate with ActivTrak Sales and Success teams throughout the customer lifecycle to deliver impactful customer engagements.
• Review account configuration and data, share best practices, and identify actionable recommendations that will provide added value in line with the customer’s goals and objectives.
• Provide miscellaneous technical support for unassigned accounts that require active mitigation as flagged by Customer Success.

Requirements

• 2-3 years of experience in customer-facing technical support roles such as: Technical Account Management, Technology Consulting, Technology Solutions Development, Solutions Architecture, Cloud Computing, System Management, Technical Support Engineering.
• Advanced experience troubleshooting web applications and both Windows and MacOS operating systems.
• SQL and Python scripting experience.
• Networking knowledge such as Routing, Firewalls, Proxies, and general knowledge of cloud security applications.
• Familiarity with system and policy management applications such as GPO.
• Familiarity with cloud services such as Azure AD, Intune, BigQuery.
• Familiarity with BI applications such as PowerBI, Tableau, Google Looker Studio.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of an organization.
• Ability to explain complex technical concepts in business-friendly terms.
• Ability to confidently adapt to unexpected turns in a conversation while staying focused on key objectives.
• Ability to map business requirements into technical features and explain customer needs to internal partners.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Benefits

Work environment

• Position is remote within the US
• Minimal travel
• Limited physical demands

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!

ActivTrak is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity, or any other factor protected by applicable federal, state or local laws.