Full-Time
Technical Account Manager
Posted on 3/26/2024
AI-powered contract lifecycle management platform
Senior
Remote in USA
- 5+ years of experience in a Support, App Development or Sustaining engineering role.
- Troubleshooting skills on the Microsoft platform with expertise in C#, SQL and JavaScript.
- Expertise on Windows Azure, Cloud Computing, ASP.NET and/or MVC will be an added advantage.
- .Net and Azure certification will be an added advantage.
- Understanding of customer support processes and tools, and ability to follow defined processes.
- Excellent written and verbal communication skills.
- The ability to be a good listener, and to understand customer issues.
- Ability to work independently on issues assigned, as well as to collaborate across the organization, when needed.
- The ability to coordinate, follow up, follow through and drive issues to closure in a proactive and timely manner.
- Very strong analytical skills with an eye for detail.
- Directly addressing and prioritizing support items with the customer and the internal teams within Icertis to help drive faster resolution and improve customer experience.
- Understanding the Icertis platform as well as configurations, customizations and integrations of the customers in your portfolio.
- Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your understanding of the products.
- Develop and deliver regular operational updates and collaborate on strategic reviews.
- Operational reviews to provide updates on outstanding open tickets.
- Strategic reviews would be focused on reviewing the customer’s progress on their success measures and on the achievement of their business outcomes and value.
- Drive initiatives for productivity and ticket resolution quality improvement.
- Contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
- Provide technical expertise, guidance, mentorship to other team members.
Icertis stands out as a leading company in contract lifecycle management (CLM), trusted by globally recognized brands and disruptive innovators, managing over 10 million contracts worth more than $1 trillion. It offers a unique AI-powered platform that transforms contracts into strategic assets, providing a single point of truth and seamless integration with enterprise software, as evidenced by its successful partnership with Mercedes-Benz. The company's industry leadership is validated by its recognition in the Gartner Magic Quadrant for CLM for three consecutive times and its above-industry benchmark performance in Contract Information Management, CLM Integrations, and Specialty CLM Analytics.
Company Stage
Series F
Total Funding
$676.5M
Headquarters
Bellevue, Washington
Founded
2009