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iCIMS Technical Account Manager II in Denver, Colorado

Job Overview

The Technical Account Manager II provides proactive and reactive assistance to assigned customers and is responsible for troubleshooting issues as they relate to the full suite of iCIMS Products. The TAM is responsible for building and maintaining a technical relationship with assigned customers while mastering systems to effectively communicate to those customers efficiently. The TAM is responsible for effective partnership with the Customer Success Manager and other departments to help ensure customer satisfaction. The TAM will own technical escalations and necessary communication to the customer. The TAM is also responsible for surfacing and working to mitigate technical risk. The TAM reports to the Manager, Technical Account Management.

About Us

Headquartered in Holmdel, NJ, iCIMS is the talent cloud company that empowers organizations to attract, engage, hire, and advance the right talent that builds a diverse, winning workforce. With an award-winning culture and multiple locations across the U.S. and around the globe, we deliver technology that supports approximately more than 4,000 contracted customers and a workforce of 30 million. Dedicated to maintaining an inclusive, inspirational, and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!

Responsibilities

Establish and maintain a strong partnership with assigned customer accounts Is able to flex their communication style to each customer based on technical aptitude of the system Liaise with our internal Software Developers and Platform Specialists to address/resolve technical issues and provide feedback to customer, helping them to understand issues, timelines, and next steps Has a strong sense of urgency and is able to advocate on behalf of the customer Support assigned customers providing guidance to ensure optimum utilization of our platform and ROI Responsible for addressing & resolving complex support escalations from in-bound inquiries through our ticket system, phone, and email while also proactively planning touch points with assigned customers Maintain platform expertise through continued internal training – is the Subject Matter Expert on all iCIMS related products, including integrations Must be able to assess the Need vs Want for business requirements and provide consultative feedback with recommendations Establish and maintain internal stakeholder relationships to benefit customer needs Collect and track information and details of all problems identified and update and maintain case documentation within the Salesforce.com system related to customer issues Attempt to recreate and resolve issues without escalating the calls to advanced personnel Strong SaaS technical knowledge Excels at time management and project management Ability to assist peers with system related questions Ability to assist the Customer Success Manager with presentations and potential on-site visits Must be able to travel, to support clients approximately 10% of their time

Qualifications

2+ years of technical account management experience or experience with HRIS/SaaS Systems

Strong time and project management skills and the ability to assess urgency and set priorities is essential

Technical experience or knowledge of SaaS environment

CRM and / or ATS is a plus as is experience with Salesforce.com

Passionate about problem solving, relationship building and creating customer loyalty

Exceptional written and verbal communication and interpersonal skills.  Articulates thoughts and ideas clearly, concisely, and persuasively

Ability to effectively overcome customer concerns and create a win-win outcome

Strong results orientation with a proven track record of flawless execution and strong attention to detail

Ability to multi-task and handle multiple prospective clients and issues simultaneously

Must have good working knowledge of Windows/Mac OS and its components

Understanding of database theory and design are a plus, but not required

Previous experience troubleshooting enterprise environments

Networking and troubleshooting connectivity, database, and performance-based issues with OS and/or hardware

Strong knowledge of Microsoft Internet Explorer and related web-browser based technologies

growth. Effective time management skills

A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution

Strong results orientation with a proven track record of flawless execution and strong attention to detail

Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities

Basic understanding of fundamentals of human resources and employment process

Ability to work both independently and within a team environment

Education/Certifications/Licenses Required

BA/BS is required or equivalent experience in related field

EEO Statement

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability status and will not be discriminated against on the basis of disability.

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