Technical Account Manager, Support

About Logixboard: 
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales. Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
About the Role:
As a Technical Account Manager, you'll be the first line of support for our customers, providing a mix of application troubleshooting and more complex technical problem-solving with backend system integrations. You'll play a key role in customer onboarding, training, and ongoing technical support, ensuring seamless integrations and a best-in-class customer experience.
This role sits at the intersection of Account Management, Product, and Engineering, acting as a product subject matter expert (SME) and supporting both internal and external stakeholders with actionable insights and solutions. You'll own technical onboarding for our established integrations, help guide customers to success with best practices, and collaborate closely with internal teams to troubleshoot, escalate, and resolve issues efficiently. This role requires exceptional communication skills as you interface with a wide variety of stakeholders both within and outside the organization.
About You:
You're a curious self-starter who enjoys ambiguous technical problems, and collaborates with your team to define and implement frameworks to diagnose, understand and solve those problems. You're equally comfortable collaborating with engineering teams as you are communicating with customers of varying technical sophistication. You have experience facilitating learning for customers who may be new or inexperienced with highly technical concepts, and will advocate for those customers. 
At Logixboard, we win and lose as a team. We're looking for driven, strategic problem solvers who are proactive, organized, and detail-oriented. Success in this role requires the ability to multitask in a fast-paced, dynamic environment with diverse stakeholders.
You'll be joining a growing team with one Account Manager in your region. At times, you may need to step in to support customer communications for the Account Manager; it's important that you're comfortable working autonomously and independently, especially given the limited overlap hours with the U.S. based team.
You will:

• Manage customer onboarding by leading the technical implementation of our productized integrations
• Collaborate with Account Management to train, advise, and support customers while building relationships with key stakeholders
• Review, troubleshoot and, where necessary, escalate technical issues in a timely manner, providing clarity and visibility on status updates both internally and externally
• Develop and nurture strong customer relationships by providing world-class technical support, training, and guidance through best practices
• Serve internal teams as product SME, and provide ad hoc support in various tasks such as reporting and data analysis
• Develop and maintain product documentation, including FAQs, troubleshooting guides, and internal knowledge bases
• In collaboration with Tier 2 support, provide proactive feedback to R&D on product gaps or issues to help inform product development

We're looking for:

• 5+ years of career experience in Customer Support, Customer Success, Client Onboarding, or Technical Implementation
• Ability to get up to speed quickly on complex technical concepts
• Excellent written and verbal communication skills
• Demonstrable proficiency in SQL and troubleshooting web APIs (JSON, XML)
• Experience working with Enterprise-scale clients highly valued
• Cargowise One or other TMS experience highly valued
• Comfortability working autonomously and independently in a globally distributed team

Benefits:

• Benefits are provided in compliance with National Statutory Requirements of Australia
• Employees have a flexible vacation policy
• We are a fast-growing startup where your position will have a direct impact on the business
• Generous parental leave

At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact [email protected].  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

---