Technical Account Manager - Remote

  • San Francisco, CA, USA
  • Full-time
  • Department: Customer Success

Company Description

Have you ever worked for a company that actually wanted you to bring your whole self to work every single day?

About Tradeshift
Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions.
 

Job Description

As the Technical Account Manager, you will be responsible for the operational and tactical relationship with the customer and its satisfaction throughout the customer Lifecycle. You will be the main asset within Tradeshift for the overall knowledge of the Customer, it’s set up, its business processes and the usage of Tradeshift products and services.

You will:

  • Provide relationship management from the Implementation phase and collaborate with all responsible resources (internal and external) to deliver and meet contractual commitments.

  • Provide the highest level of technical expertise on TS solutions 

  • Optimize solution to maximize value Complexity Reduction - provide health checks and implement processes to improve business results and user adoption

  • Take ownership and be responsible for customer engagements, delivering expert consultancy and project/programme management to ensure overall success for the customer

  • Be responsible for developing and project managing the supplier onboarding plan to ensure roll-out timelines and volume and spend targets are met. 

  • Ensure & monitor client service deliverables to attain contractual service levels and compliance

  • Be Flexible to provide technical consultation based on customer needs

  • Increase customer satisfaction to ensure a smooth support flow and enable customer’s trust in Tradeshift products and services.

  • Host of recurrent forums, face to face or web conference meetings to review status of delivery and participate in Customer Success meetings with Customers and Client Executive.

  • Supplier Onboarding - Develop onboarding strategy and leverage internal team for execution.

  • Oversee customer escalation management of support tickets, ensure timely resolution and share the voice of the customer to other stakeholders

  • Drive, follow up and finalize continual functional improvements in processes, reporting, procedures and daily delivery to customers. Partner with other departments when needed.

  • Remain actively involved and informed during projects (for new customers as well as existing customers when expanding geographically to other countries, supporting technically with new applications or  contractually when adding options). 

Qualifications

Your Profile:

  • 3+ years experience in a consultancy/change management/delivery role

  • Experience with Release Management - expert on upcoming features and how they fit with customers

  • Excellent communication, presentation and highly refined interpersonal skills

  • Driven to make customers successful, regardless of challenges or obstacles

  • Skilled at helping customers adopt best practices and standardization 

  • Strong prioritization and collaboration skills

  • Understands business processes and the interaction with IT systems

  • High energy; thrives in complex, challenging and sometimes stressful situations

  • Experience with procure-to-pay or e-commerce is an advantage

  • Ability to travel approx. 30 days a year

  • Bachelors or Masters degree in Business, Technology or Computer Science and/or related field 

 

Additional Information

Location: Remote...but not alone.
Your colleagues are wicked smart and some of the kindest and nicest people around. We’re never assholes. You’ll be given the opportunity to do creative problem solving for issues that actually matter, and have a real impact on the projects you are driving.

Culture 
Our culture began day one when three Danes poured their brains, heart, and guts into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong match in the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock. 

TradeShifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.

We value diversity and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Why you might like working here:

  • You love autonomy and the freedom to get your work done how you want 
  • You like sharing your opinions and feeling like they matter
  • You want to work for a company that requires you to bring your whole self to work every day: brains, heart, and guts.
  • Career and professional development opportunities

  • Flexible hours and vacation policy

  • Supplemented cell phone plan

  • Lunch provided daily from local SF eateries and snacks

  • Fully paid 6 months parental leave
  • A competitive compensation package + equity

  • 100% covered medical, dental and vision benefits

  • Life, short and long-term disability insurance

  • 401k

  • Wellness and volunteer Programs

  • Fun company events like happy hours, outings and much more!

All your information will be kept confidential according to EEO guidelines.

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