Associate Technical Account Manager I

About Us

As the leader in data privacy, the company automates and simplifies the creation of end-to-end privacy management programs for global organizations. The company is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, the company helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit [link for members]

We invest in our team member‚work-life balance, with paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have virtual team events such as trivia games, celebrating ‚international pet day‚lunch and learns, exercise classes, Women at the company ERG, and many more.

All of our above initiatives and employee support is in line with our six core values, IMPACT (Innovation, Make it Happen, Passion, Accountability, and Teamwork). We like to encourage our employees to end each day with the question: ‚Did I make an IMPACT today? And we acknowledge exceptional work through our IMPACT Awards, which includes a paid vacation!

The Opportunity

As an Associate Technical Account Manager (TAM) I, you will be responsible for the successful integration of the company products, supporting small to enterprise level clients, and developing strong relationships with our clients that will lead to retention and growth of the business. You will identify overall areas for improvement and strive to improve client satisfaction. This position requires strong attention to detail, experience managing enterprise level clients, data analysis skills, great organizational skills, strong troubleshooting skills, and knowledge of web architecture. Having these attributes will help the team consistently exceed customer requirements.

What You Will Do

Manage and provide Tier 1 technical support for the company‚ Cookie Consent Manager solution

Answer all inbound client inquiries via Zendesk with courtesy and professionalism and quickly resolve issues for our customers

Understand customer needs and translate this need into strategic solutions and recommendations

Provide technical assistance and troubleshooting to clients during implementation and deployment of the company technology products

Identify opportunities to help expand customer adoption of the company products

Maintain organized documentation of projects and tasks with established projected completion dates and monitor the timeline of requested tasks and manage client expectations

Utilize various client-based tools and applications for customer management and servicing

Actively contribute to the development and documentation of the product and enforcement of processes and policies

Work and partner with others within a team-based environment

Transfer/escalate customers to appropriate departments when required

Explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why

What You Will Bring

A successful candidate will have experience connecting with and managing multiple clients in a consistent and positive manner

It is highly preferred that the Associate Technical Account Manager I has a customer-facing background, experience with supporting enterprise-level clients, as well as an appreciation for and desire to learn more about privacy to help expand customer adoption of the company products

Required Skills

Bachelor's degree and 1-2 years of experience in software technical support account management, or a technical customer-facing role

Understanding of technological platforms and web infrastructure

Understanding of technical documentation including product specs and API integrations

Intermediate knowledge in Microsoft Excel

Intermediate knowledge of HTML/CSS/JavaScript and debuggers e.g. Firebug

Excellent customer relationship skills (client-facing, ability to assess client needs and interact with all levels of management, including and up to executive level)

Ability to work effectively cross-functionally with Product, Engineering, and Sales

Ability to work effectively in a fast-paced environment and take the initiative to learn products quickly

Strong communication skills; demonstrated successes in client communication (written and verbal) from prior work experiences

Strong project-management skills

What We Offer

Competitive compensation

Health, Vision, and Dental Care

PTO Program

Computer + Welcome Package

Work from Home as a choice

Continuing Education Program

Opportunities to participate in philanthropic activities

Opportunities to participate in health-focused activities - mindfulness, wellness, active lifestyle

Php 20,000 employee referral program

Equal Opportunity

The company is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. The company does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.

If you need reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, contact us at [link for members] and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.