Technical Account Manager

1 week ago

Melbourne, Victoria, Australia Deputy Full time

This is a unique opportunity to join Deputy, a global SaaS workforce management company, as a Technical Account Manager. The role involves ensuring seamless technical assistance and project delivery, working closely with global Senior Technical Account Managers, Delivery, Support, and Customer Success teams.

Key Responsibilities:

  • Act as a key intermediary between Support, TAM, Delivery Services, and Engineering teams to expedite custom work processes.
  • Prioritize and triage CW inquiries received via various channels.
  • Provide technical solutions for custom work requests and assist in the resolution of minor to medium-scale requests.
  • Build and maintain strong relationships with key customer contacts, fostering a positive experience and ensuring customer satisfaction.
  • Support Senior Technical Account Managers by creating reference materials and problem/solution slides as needed.
  • Contribute to the continuous improvement of processes and procedures within the TAM and support teams, identifying opportunities for increased efficiency and effectiveness.

Objectives for our TAM:

  • Facilitate operational excellence within the TAM department.
  • Support the CS department in providing world-class customer service and technical assistance.
  • Communicate technical issues and concepts effectively to stakeholders (both internal and external).
  • Enhance industry knowledge through continuous learning.
  • Support long-tail technical requests and requirements of customers/team.

Requirements:

  • Excellent written and verbal communication skills to support the TAM and Delivery teams in reaching their business objectives and departmental goals effectively.
  • Strong follow-up skills and the capacity to collaborate across functions.
  • Adaptability and flexibility to manage changing priorities efficiently, ensuring smooth task and project management.
  • Prior experience in technical support and application troubleshooting.
  • Effective team player with experience working across departments and with various stakeholders to achieve common goals.
  • Familiarity with tools and platforms such as Zendesk, Slack, and project management software is highly regarded.

Employee Perks:

  • Ownership in the company via Share Options.
  • Paternity/Maternity Leave Policies.
  • Flexible Remote-First Work Policy.
  • Company-wide Development & Coaching.
  • Hackathons.
  • Awards.
  • Social Events & variety of social clubs (Books, LGBT, Games, Sports).
  • Mental Health Support.
  • Munch & Learns.

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift at a time, join us at Deputy and help shape the future of hourly employment.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Deputy is for everyone.

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