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Technical Account Manager

| Austin

The Technical Account Manager role has a strong technical aptitude and is responsible for the overall success of their customers. In today's ever-changing social landscape, we need someone who's up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, REST APIs, JSON, XML, relational databases and networking in our day to day lives. This means a proficiency with programming, scripting languages, and database construction is definitely experience that's needed to succeed. If your background includes a strong social web interest, that's a serious plus!

 

Job Description:

 If you're interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here's where you'll be able to make a difference:

• Be the named technical contact for our marquee and strategic customers that have elected for our Premium support services.
• Build a trust relationship with experienced resources to ensure successful long-term engagement with Khoros, driving their adoption, comprehension, and utilization of our product suite.
• Facilitate and lead actions with internal teams while maintaining consistent communication with customers as we move their cases toward resolution.
• Prepare and deliver operational metrics reporting as part of ongoing status reviews to provide customers with a holistic view of their current and past cases.
• Work with product management, engineering, sales, professional services, customer success, and other teams to ensure customer loyalty and long-term usage of the platform.
• Participate in issue triage and, through your product expertise, assist in resolving customer reported defects and questions. You will perform advanced troubleshooting and log analysis as you collaborate with customers to develop solutions and answer inquiries.
• Sustain our 97%+ customer satisfaction rating by providing phenomenal, personalized support to our great customers.

Requirements:

• 2+ years of experience in customer and/or technical support roles, ideally with a focus on web applications and Enterprise Software Solutions.
• 2+ years of experience working with customers, managing relationships and setting customer expectations
• Previous demonstrated experience in a few of the following technical domains:

  • HTML CSS, DHTML, JavaScript
  • J2EE (Java, JSP, Servlets)
  • Relational databases (Oracle, MySQL)
  • Networking (TCP/IP, SSL, HTTP, etc.)
  • Lucene query syntax and Regular Expressions
  • Any 3rd or 4th generation programming language and associated software development tools and processes (version control, AGILE, etc.)

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases

Location

6850 Austin Center Blvd., Ste 180, Austin, TX 78731

What are Khoros Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We offer a great wellness perk of $50 a month that you can use for acupuncture, art and/or cooking classes, massages, ski or snowboarding passes/lessons, yoga and pet sitting services (...plus much more!). We've hosted healthy cooking classes alongside having healthy fruit and veggies delivered to the office. Oh, and cold brew, we have that too!

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