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Full-Time

Technical Account Manager

Posted on 6/27/2024

Vault Platform

Vault Platform

11-50 employees

Secure misconduct reporting and management platform

Consulting
Social Impact
Legal

Mid, Senior

United Kingdom

Category
Customer Success Management
Strategic Account Management
Sales & Account Management
Required Skills
Communications
Hubspot
Customer Service
Requirements
  • Minimum of 3 years in a technical support, account management, or similar customer-facing role within a B2B SaaS environment.
  • Strong understanding of SaaS platforms and experience using tools like HubSpot, Notion, Shortcut, and Intercom, or similar.
  • Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
  • Proven track record of diagnosing and resolving technical issues efficiently and effectively.
  • Strong customer service orientation with a commitment to ensuring high levels of customer satisfaction.
  • Ability to work collaboratively with cross-functional teams to achieve common goals.
Responsibilities
  • Serve as the first line of support for inbound end user queries using the support tool, Intercom.
  • Manage, triage, and resolve issues, escalating to second-line support when necessary.
  • Guide new customers through the onboarding process, ensuring they are proficient in using Vault Platform’s features and tools.
  • Provide expert advice on product capabilities, best practices, and troubleshooting techniques to help customers optimize their use of Vault Platform.
  • Work closely with Customer Success, Engineering, and other internal teams to ensure seamless service delivery and continuous product improvement.
  • Gather and relay customer feedback to the product team to inform future development and enhancements.
  • Maintain detailed records of customer interactions, issues, and resolutions.
  • Prepare regular reports on support activities and customer satisfaction metrics.

Vault Platform specializes in providing an Active Integrity platform that facilitates secure misconduct reporting and proactive resolution. Leveraging mobile technology and analytics, this company offers a robust approach to incident management, prevention, and integrity insights that benefits firms by fostering a transparent and accountable work environment. It's a commendable environment for professionals keen on technological and ethical advancements in workplace integrity and accountability.

Company Stage

Series A

Total Funding

$12.4M

Headquarters

London, United Kingdom

Founded

2018

Growth & Insights
Headcount

6 month growth

13%

1 year growth

7%

2 year growth

2%
INACTIVE