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Technical Account Manager, Customer Success (SaaS)

Company: GEP
Location: Clark
Posted on: June 12, 2021

Job Description:

Company Overview

GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client's success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions.

We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That's just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We're focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We're a learning organization, actively looking for people to help shape, grow and continually improve us.

Are you one of us?

GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team. GEP is proud to be an EEO/AA employer M/F/D/V.

For more information please visit us on GEP.com or check us out on LinkedIn.com.

What you will do

We're looking for a Technical Account Manager to join our Customer Success Team! The Technical Account Manager will oversee and address our customers' product adoption and sustainability needs. This role is highly strategic in delivering services which include consultation, troubleshooting, problem resolution, strategic planning and proactive management from a support perspective. You should be tech-savvy and a detail-oriented professional who is able to explain technical details and requirements to both technical and non-technical audiences.

  • Advocate for the customer within GEP Worldwide - you will be the voice of the customer and will coordinate between GEP's Product, Services, Support and Sales teams to drive customer success
  • Develop strong relationships with GEP's key stakeholders
  • Become an expert in GEP's proprietary platform GEPSMART, to address domain specific issues and provide "white glove service" to end users
  • Act as a liaison between internal teams to ensure client needs are met, while maintaining GEP's product strategy requirements
  • Analyze and monitor client data to identify opportunities for improvement in user adoption
  • Provide updates to various groups within GEP as well as clients' organizations, on clients' health status
  • When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)

What you should bring

  • Strong experience in a B2B customer success, account manager or consulting role
  • Bachelor's Degree in Science
  • Understanding of Strategic Sourcing and Procurement
  • Excellent technical and analytical skills and strong attention to detail
  • Strong empathy for clients and their success
  • Superior communication (written and verbal), organizational and time-management skills
  • Demonstrated leadership ability (management not required
  • Independent, adaptable and can thrive in a fast-paced environment

Responsibilities We're looking for a Technical Account Manager to join our Customer Success Team! The Technical Account Manager will oversee and address our customers' product adoption and sustainability needs. This role is highly strategic in delivering services which include consultation, troubleshooting, problem resolution, strategic planning and proactive management from a support perspective. You should be tech-savvy and a detail-oriented professional who is able to explain technical details and requirements to both technical and non-technical audiences. - Advocate for the customer within GEP Worldwide - you will be the voice of the customer and will coordinate between GEP's Product, Services, Support and Sales teams to drive customer success- Develop strong relationships with GEP's key stakeholders- Become an expert in GEP's proprietary platform GEPSMART, to address domain specific issues and provide "white glove service" to end users- Act as a liaison between internal teams to ensure client needs are met, while maintaining GEP's product strategy requirements- Analyze and monitor client data to identify opportunities for improvement in user adoption- Provide updates to various groups within GEP as well as clients' organizations, on clients' health status- When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)

Keywords: GEP, New York , Technical Account Manager, Customer Success (SaaS), Other , Clark, New York

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