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Technical Account Manager

5 months ago

Melbourne, Australia Rewst Inc Full time

Company Overview

We are a fast-growing tech startup revolutionizing the Managed Services Provider (MSP) industry with our innovative Robotic Process Automation platform. Our cutting-edge integrations are disrupting traditional paradigms and transforming the way IT Service Providers operate. We are passionate about empowering our customers to achieve success through connected technology. As we continue to expand, we are seeking a highly motivated and customer-focused individual to join our Customer Success team as a Technical Account Manager in the Australia Region.

Position Overview - Technical Account Manager

As a Technical Account Manager at Rewst, you are the key to our clients’ operational excellence and satisfaction. Your role centers on building solid relationships with customers, gaining an in-depth understanding of their MSP workflows, and guiding them through their automation journey with our product.

You’ll be crafting and executing Automation Success Plans that address the specific needs of our larger clients, ensuring they maximize the benefits of our platform. Your daily tasks will involve direct communication with clients, solving technical challenges, and collaborating with clients to streamline their processes through automation.

In this role, strong technical skills, clear communication, and a proactive support mindset are vital. You’ll need a solid grasp of MSP environments and a commitment to replacing manual tasks with efficient, automated solutions.

Your focus will be on driving customer success, retaining clients through superior service, and contributing to the growth of Rewst by enabling our clients to achieve their automation goals.

Location - Remote (Australia - New Zealand Time Zones)

**Responsibilities**:

- Cultivate and nurture strong relationships with key contacts across various levels in the client’s organization, serving as the go-to advisor for their automation journey with Rewst.
- Gain a comprehensive understanding of client objectives and align Rewst’s automation solutions with their business goals to drive value and success.
- Conduct regular check-ins, onboarding sessions, and strategic reviews with clients, offering insights and tailored solutions to address their specific challenges.
- Represent client interests internally, collaborating with sales, product, and support teams to ensure timely resolution of issues and effective delivery of services.
- Recognize opportunities for expanding Rewst’s footprint within the existing client base by closely monitoring their business needs and advocating for suitable product features.
- Analyze customer usage data and feedback, proactively identifying trends and risks, to guide continuous product and service enhancement efforts.
- Lead educational initiatives, ensuring clients are proficient in utilizing Rewst’s platform through product training sessions and Cluck University’s certification programs.
- Stay abreast of industry developments and MSP best practices to serve as a knowledgeable resource, advising clients on optimizing their ROI with automation.
- Support the sales team with renewal and upselling initiatives by providing insights into client engagement levels and advocating for the value delivered through Rewst’s platform.
- Develop and oversee execution of personalized automation roadmaps for each client, managing multiple accounts to maintain high satisfaction and achieve their automation objectives.
- Contribute to the continuous improvement of internal documentation of processes and resources to enhance overall team experience.

**Requirements**:

- Bachelor's degree in Computer Science, Engineering, STEM fields, or a related field. Equivalent practical experience may also be accepted.
- Proven experience in Technical Account Management or a similar customer-facing role within the IT or SaaS industry.
- Deep understanding of Managed Service Providers' (MSPs) processes, challenges, and environments.
- Scripting, programming, or automation experience relevant to MSP operations.
- Excellent communication and presentation skills, capable of building rapport and establishing trust with diverse customer stakeholders.
- Results-oriented mindset with a commitment to driving customer satisfaction and achieving business goals.
- Self-motivated and proactive, with the ability to independently manage a fast-paced workload while contributing effectively to team efforts.
- Strong organizational and project management skills, with experience in managing multiple customer accounts and projects simultaneously.
- A passion for technology with a desire to continuously learn and stay updated on industry trends and advancements.