OneKreate

  • Technical Customer Support Specialist

    Job Locations US-CA-San Francisco
    Posted Date 2 months ago(11/13/2018 10:58 AM)
    ID
    2018-1611
    # of Openings
    1
  • Overview

    The Technical Account Manager is the customer relationship owner for CreativeDrive and is an integral part of providing the client with world-class customer experience. This role covers relationships with external customers and internal resources and manages all elements of the relationship process. The TAM is a subject matter expert in the client operations, business models and needs as they pertain to the CreativeDrive software product line.

     

    Establishing and maintaining a positive relationship with key stakeholders across the organization is paramount to this role. The TAM is embedded within the client organization and drives the unification of media resources between enterprise entities through the implementation of CreativeDrive software as a service.

    Responsibilities

    • Provide technical support for the customers workflow and business processes using CreativeDrive's proprietary suite of software solutions.
    • Address all product related issues on time.
    • Train customers to use products effectively.
    • Provide developers with customer feedback to help identify potential new features and the highest priority bug fixes.
    • Report on overall product performance.
    • Identify solutions to help reduce internal costs.
    • Analyze customers needs and suggest upgrades or additional features to meet customers requirements.
    • Help customer to establish best practices with their technology based workflow and processes.
    • Ability to work as part of a team
    • Drive world-class customer experience through proactive communication with the client.
    • Coordinates the involvement of CreativeDrive personnel, including support, service, and management resources, in order to meet account performance objectives and customer expectations.
    • Subject Matter Expert in all of the client’s workflows and processes that are pertinent to the software development. Responsible for having a deep understanding of clients’ business models, their overall goals, and their business needs and how CreativeDrive can be part of their solution
    • Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
    • Travel to attend face-to-face client meetings, as necessary
    • Understand internal capabilities and provide appropriate time and support for other team members to be able to exceed client expectations.
    • Represent the clients’ needs and be their voice in all internal process improvement-related initiatives.
    • Assist in establishing and documenting each customer's processes, procedures, customizations and configuration
    • Proactively manage, measure and track customer tickets to insure their timely resolution
    • Work collaboratively with other departments to ensure 100% customer satisfaction experience from services delivered to customer.
    • Provide timely status updates, root-cause analysis and strategies to address issues
    • Provide recommendations for product enhancements
    • Triage and escalate issues as appropriate
    • Apply fundamental troubleshooting skills to issues before escalating to the appropriate group
    • Recognize revenue opportunities and facilitate them
    • Provide first-pass resolution when appropriate
    • Ensure ticket data is accurate and regularly updated (statuses, owners, other data elements)
    • Ensure customer service level agreements

    Qualifications

    • Proven work experience in a technical role.
    • Solid technical background with hands on experience in digital technologies.
    • General understanding of an e-commerce, creative workflow. 
    • Familiarity with general software development.
    • Ability to grasp customers needs and help drive timely resolution.
    • Ability to explain complex technical issues in a way that is understandable to a non-technical audience.
    • Ability to take broad customer requests and break them into smaller, detailed slices.
    • Ability to understand customers pain points and feature requests at a deep level to assist developers in understanding what is being requested and why.
    • Strong analytical and problem solving skills.
    • Degree in Computer Science or relevant field or experience
    • Client Service, Marketing or Advertising agency experience a must.
    • Project Management and coordination experience is required.
    • Bachelor’s Degree is preferred.
    • Photography, Packaging, Design, Production and Marketing experience preferred.
    • Cross-platform trained on Mac and PC, highly proficient in Excel, Word and PowerPoint, Keynote and familiar with Photoshop.
    • Leadership skills, excellent communication and interpersonal skills, persuasive selling and demonstrated negotiation skills.
    • Ability to assist in building and implementing long term strategic account plans.
    • Proven success in building effective business relationships.
    • Demonstrate initiative, self-motivation, assertiveness, and be results oriented.  
    • High level of energy and commitment. 
    • Ability to successfully work in a fast-paced changing environment.
    • Ability to work independently. 

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