Technical Account Manager

$100,000 - $166,400/Yr

Prime Pay - West Chester, PA

Full-time - Mid Level

West Chester, PA

Professional, Scientific, and Technical Services

About the position

The Technical Account Manager at PrimePay plays a crucial role in bridging the gap between internal teams and customers, focusing on educating clients about product utilization and resolving technical issues. This position is integral to managing high-impact technology projects, ensuring effective communication, and enhancing the production environment. The role emphasizes collaboration, innovation, and a commitment to client success within a growth-oriented Human Capital Management (HCM) SaaS technology company.

Responsibilities

• Engage with clients to understand their business goals and advise on system optimizations and best practices.
• Monitor client system performance and usage patterns, identifying gaps and suggesting improvements.
• Own and track open item logs for technical escalations, ensuring clear communication with the Technical Escalations team.
• Work closely with the Technical Escalations team and Product Development to resolve high-priority technical issues.
• Advocate for assigned clients within the organization, addressing their needs related to product development and ongoing technical issues.
• Ensure the long-term success and satisfaction of assigned clients, aiming to increase client retention.

Requirements

• Bachelor's degree in a related field.
• 5+ years of experience in Technical Support/Team Lead, preferably in the Payroll Services industry.
• Proficient in managing strategic technical initiatives and collaborating effectively within a team.
• Demonstrated skills in project management and leadership qualities.
• Strong command of SQL, SaaS concepts, and a diverse array of technologies in end-user support.
• Exceptional verbal and written communication skills for effective interaction with stakeholders.
• Strong service orientation focusing on clients' needs and delivering high-quality solutions.
• Quick learner with adaptability and effective problem-solving skills.
• Experience in providing technical support and troubleshooting assistance.

Benefits

• Competitive salary in the $80 - 100K range based on experience.
• Access to personal and group training and career advancement.
• Leadership development through individualized support and career mentoring.
• Medical, dental, and vision insurance.
• 401(k) with match.
• Paid time off and paid holidays.
• Flexible spending account.
• Life insurance and STD/LTD.