Senior Technical Account Manager

Senior Technical Account Manager at Deputy

Customer Success - Mid Market Enterprise, Full Time, Sydney sydney support full-time

Description

Posted 17 days ago

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 70+ countries worldwide, serving more than 320,000 workplaces.

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed 100m ARR. We've helped millions of workers across industries and aim to empower 60% of the global workforce.If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

You do not need to match every listed expectation to apply for this position. Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

The Team:
Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries including hospitality, retail, healthcare and many more. Our key focus is empowering customers to leverage Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.

The Role:
A Senior Technical Account Manager (TAM) proactively works alongside the Customer Success team to support the growth and expansion of Deputy products with our strategic and CSM managed customers. TAM’s utilise their technical acumen and customer-facing skills to effectively help plan and provide solutions that improve the value and usability of Deputy for our customers. This role is a major part of our post-sales process and will demonstrate success through the retention of customers.

Key Responsibilities:

Drive ongoing proactive technical consultation with key customers to support growth, satisfaction, utilisation, and retention.

Be a technical advisor with your customers by understanding their business/operational needs and technical challenges, and help them achieve the greatest value from the Deputy platform.

Proactively conceptualise creative solutions to meet customers’ demands and partner collaboratively with our Success, Support, Delivery services, Product, and Engineering teams, plus Partners to facilitate the creation of the customer’s needs within the product globally

Facilitate the resolution of technical issues and translate these issues for support or engineering to help resolve quickly (diagnosis, document, etc.)

Institutionalise customer accounts by automating manual workflows, simplifying planning frameworks, and driving long-term solutions for customers.

Be the voice of the customer and act as a technical liaison by documenting and providing ongoing feedback to educate internal technical teams on customer needs and challenges.

Skills & Experience

5+ years of experience in a TAM role or similar role responsibilities

Ability to analyse & interpret business requirements and customer interactions to anticipate and guide client needs

Confident with technical workflows around APIs, SFTP files and endpoints, and sync solutions

Confident in designing visual solutions and project documentation and presenting to all stakeholders both technical and non technical

Comfortable working cross-functionally with implementation, support, and engineering teams

Software development and architecture experience is desirable

Project management experience and skills is highly desirable

Employee Perks
- Share Options
- Paternity/Maternity Leave Policies
- Flexible Work Policy
- Company wide Development & Coaching
- Hackathons
- Awards - "Your Time to Shine & Celebrate Success"
- Social Events & variety of social clubs (Books, LGBT, Games, Sports)
- Mental Health Support
- Munch & Learns

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.

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