Technical Account Manager
Customer Support
Posted on 3/26/2024
Icertis

1,001-5,000 employees

AI-powered contract lifecycle management platform
Company Overview
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.
AI & Machine Learning

Company Stage

Seed

Total Funding

$826.5M

Founded

2009

Headquarters

Bellevue, Washington

Growth & Insights
Headcount

6 month growth

2%

1 year growth

0%

2 year growth

14%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Microsoft Azure
Communications
SQL
CategoriesNew
Sales & Account Management
Customer Success Management
Strategic Account Management
Requirements
  • 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.
Responsibilities
  • 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.