Technical Account Manager

We are seeking a dedicated Technical Account Manager to serve as the primary technical point of contact for our clients, ensuring their satisfaction and success with our solutions. In this role, you will manage customer inquiries through our ticketing platform and CRM, uphold service level agreements, and oversee enhancement requests from inception to deployment. Your expertise in Prisma Prop Tech technology will allow you to conduct thorough testing and propose continuous improvements to our products and operations. You will build strong relationships with clients, gaining insights into their unique needs, while creating and maintaining standard operating procedures for efficiency. Additionally, you will manage website updates using WordPress and proactively monitor system logs to address any issues promptly. Join us in delivering exceptional service and innovative solutions!

Requirements

Your responsibilities include but are not limited to:

Client Liaison : Serve as the primary technical point of contact, addressing client inquiries and escalations to maintain high levels of satisfaction.

Ticketing and CRM Management : Utilize our ticketing platform and CRM to effectively manage customer inquiries, ensuring adherence to service level agreements (SLAs).

Enhancement Request Management : Oversee customer enhancement requests from initial requirement gathering through to deployment in production.

Continuous Improvement Proposals : Identify and propose enhancements to improve our products and operations continually.

Testing and Quality Assurance : Conduct extensive testing on changes released in Prisma to ensure quality and functionality.

Client and Product Knowledge : Develop a deep understanding of client needs and possess expert knowledge of Prisma Prop Tech technology.

Relationship Building : Build and maintain strong relationships with clients, gaining insights into their unique needs and goals.

Standard Operating Procedures (SOPs) : Create and maintain standard operating procedures for both internal teams and external users to enhance operational efficiency.

Website Management : Utilize WordPress to implement custom changes or updates to static website items.

Proactive Monitoring : Monitor system logs and alerts proactively to identify and resolve failures, ensuring smooth operation.

Qualifications:

Technical Proficiency: Strong understanding of property management technology and experience with ticketing platforms and CRMs.
Problem-Solving: Ability to analyze issues and develop effective solutions quickly.
Customer Service Orientation: Commitment to client satisfaction and the ability to build strong relationships with clients.
Communication Skills: Excellent verbal and written communication skills for effective interaction with clients and team members.
Project Management: Experience managing enhancement requests and overseeing projects from requirement gathering to deployment.
Quality Assurance: Skills in testing and validating software changes to ensure high quality and functionality.
Analytical Skills: Ability to monitor logs and system alerts, identifying and resolving technical issues.
Adaptability: Flexibility to handle changing priorities and client needs in a fast-paced environment.
?Organizational Skills: Strong ability to create and maintain standard operating procedures and manage multiple tasks effectively.