Remote Technical Account Manager

1 month ago

London, United Kingdom Mavenlink Inc. Full time

The Kantata Cloud for Professional Services gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes.
We’re seeking a highly motivated and experienced Technical Account Manager to support a portfolio of enterprise SX clients. You’ll be the dedicated point of contact, ensuring exceptional service quality and operational performance aligned with program and delivery standards. Your success will hinge on building strong relationships, understanding each client’s unique business needs, and proactively driving the use of our support offerings to optimize their experience and minimize downtime. This role will report directly to our Manager, Strategic Support.
Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our SX product and support services.
Gain in-depth understanding of each client’s business and SX product installations to identify specific service needs and opportunities for improvement.
Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards.
Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs.
Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary.
Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services.
Analyze client feedback and proactively recommend improvements to our SX product and support offerings.
5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company
Demonstrable experience with the Salesforce Platform including: Experience with Salesforce Apex Async job processing, Flows, Managed Package content namespacing, capturing Debug Logs is preferred and Apex code/scripting, Lightning Web Components, navigating governor limits and scalability is a big plus
Strong understanding of PSA concepts and the importance of service delivery in optimizing client success
Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management.
Strong sense of ownership and accountability for client satisfaction and service delivery success.
Willingness to travel occasionally to meet with customers, not expected to exceed 5%
Strong work-life balance that’s a true focus of the company
As we continue to cultivate diversity within the company, our product (and people) Our EMEA Headquarters is situated in the heart of the vibrant city of London, just metres away from the River Thames and surrounded by restaurants, cafes and entertainment. Nespresso Coffee, snack bar and private kitchen
Deliveroo lunch everyday in the office
Panoramic views across the city from our modern top floor office space
Quarterly Team Days Out & Regular Kantata Social Events
Private medical insurance
Cycle to work scheme
We don't want to miss out on the unique talents and qualities that make you...well, YOU We would love to add you to the our network.

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