Technical Account Manager/ Technical Customer Service Manager

  • 1904 3rd Ave, Seattle, WA 98101, USA
  • Full-time

Company Description

LiveStories is a venture-backed company building modern tools to make civic data actionable and usable. Governments—the world’s largest sector—depend on LiveStories to be more data-driven, transparent, and productive. Businesses, universities, schools, and researchers depend on LiveStories to streamline their data operations.


We love data and believe in its power to transform how we live, work, and play. We obsess over simplifying access to data, so that anyone can gather insights. We look for people who can demonstrate versatility and creativity in working with data. If you obsess over changing the world, and are passionate about open data, cool data visualizations, data-driven businesses, we would love to talk to you.

 

Job Description

Responsibilities include: 

  • Lead and facilitate initial on-boarding of accounts with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime

  • Play a leading role in establishing 'trusted advisor' customer relationships including facilitating customer meetings and working sessions during on-boarding

  • Serve as the LiveStories subject matter expert (SME) providing guidance on how best to work with data, to create graphs, build reports and stories while utilizing the LiveStories tools/platform

  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from LiveStories

  • Delegate and coordinate work efforts within internal teams to ensure customer on-boarding meets timelines and expectations

  • Champion customer needs and opportunities for product enhancement with LiveStories Product Development teams

  • Maintain regular communication with both the customer and internal teams, constantly managing customer expectations

  • Ensure timely response and resolution to technical and product outstanding items

  • Analyze and present operational reviews to customer leadership

Qualifications

  • At least 5 years experience in Technical Account Management or Technical Customer Success experience, preferably for mid to later stage SaaS software, and proven ability to succeed in a fast-paced, dynamic and high growth technology environment

  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises

  • Strong personal organization skills with the ability to manage multiple, complex, high-priority tasks and situations across multiple accounts

  • Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, leveraging peers and internal resources as applicable

  • Sense of urgency in driving closure around escalations and open technical issues

  • Experience with large scale technology implementation with complex solutions environments

  • Ability to communicate, influence, build and maintain strong working relationships with stakeholders at all levels in order to achieve successful outcomes for the customer and LiveStories

  • Bachelor's degree in a relevant field is highly preferred

Core Competencies: 
  • Self motivated, meticulous, detail-oriented individual with strong organizational and project management skills

  • Ability to take ownership of tasks, work independently and in a team environment, and meet deadlines

  • Demonstrated analytical and problem-solving skills as it relates to data

  • Excellent oral and written communication skills

  • Demonstrated ability to work with customers, conduct customer calls and meetings and understand their needs

  • Proficiency with data literacy, web publishing, HTML, CSS

  • High level of proficiency with Microsoft Excel and Google Suite

  • Ability to communicate effectively and work well with a wide range of people at all levels within an organization

Additional Information

Our benefits include:

  • Competitive performance-based compensation

  • Uncapped commission structure

  • Health, dental, and vision insurance

  • An incredible team of smart, dedicated, and supportive people

  • Unlimited vacation policy

  • Company-wide team activities (such as sailing, happy hours etc.)  

  • One Friday off every month

  • Annual Personal Travel Bonus

  • Monthly lunches with the CEO

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.