Are you driven by always delivering top-notch customer service and value?
Do you have a technical mindset; eager to figure out the best solutions for clients?
Do you enjoy a fun, people-focused, and fast-paced work environment, and culture?
Our client, Flowbird, is seeking an ambitious and self-motivated Technical Account Manager to help support the company’s customer base across the United States. The ideal candidate will get a thrill from being part of a truly innovative and fast-growing urban intelligence technology company that’s leading the way in parking and transport ticketing solutions. Cities around the world are becoming easier, safer, and faster thanks to Flowbird’s solutions that facilitate individual journeys and maximize cities’ unique mobility potential. With more than 60 years of experience and over 100 million weekly users, Flowbird, is committed to continuing its massive investment in R&D to help cities become more connected and smarter. This position, which reports directly to the Sr. VP of Sales, will ideally be based at Flowbird’s in Clearwater, FL office (a hybrid remote/in-office set is possible). For more information visit Flowbird.
About the Position
As Technical Account Manager your main responsibility is to manage the day-to-day relationships with assigned customers, helping them achieve their technology goals and evaluate and validate operational issues to determine the appropriate action to resolve issues. You’ll collaborate very closely with the second-line technical support team, project management team, and development resources. You’ll be monitoring key account metrics and communicating progress to stakeholders. Your ability to build solid relationships with the help of your top-notch customer service will be keys to your success along with your keen interest in developing a deep understanding of Flowbird’s products and solutions. Domestic travel of up to 30% is to be expected.
What You’ll Be Doing more Specifically
Build solid relationships with key customers, stakeholders, and sponsors
Customer support & Project management
Respond to customers’ technical support requests
Ensure all deliverables arrive in good order and on time to fulfill customers’ requirements
Create, verify, and approve upgrade and expansion plans and schedules
Coordinate all required contract deliverables including installation, deployment, and training. Monitor and adjust project management activities as needed
Organize required contract deliverables including installation, distribution, and training
Compile and deliver all analytical and statistical data required by the development, service delivery, and customer support teams to assist the problem-solving process and recovery actions
Manage the product validation phase at the end of the project and be responsible for obtaining final customer acceptance
Analyze, plan, and develop requirements documentation
Read and interpret technical diagrams, systems, and integration specifications
Gather and deliver analytical and statistical data.
Manage repository of customer configurations and suggest updates to them as new software is released.
Track and record key account metrics in CRM
Actively participate in Project Management team including meetings, workshops
Report project progress to customers and mgmt and report issues and delays to appropriate Flowbird departments
Become an expert on Flowbird’s product portfolio
Keep informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments. Help identify growth opportunities and collaborate cross divisionally to achieve sustainable growth
Proactively participate in company-sponsored meetings, training, conference calls, and events
What We Expect from You
Work Experience & Education
Technical studies are preferred but not required. Most of all, we look for technical aptitude, a great attitude, and outstanding customer service skills.
Min. 5 years of Technical Account mgmt experience along with multi-project mgmt experience
Outstanding customer service skills and stakeholder management skills
Proficient in Microsoft Office and Google Workspace
Experience with CRM such as Salesforce
Experience with support software, such as Zendesk
Ability to write, interpret, and manage contracts requirements and terms
Understanding of XML
International Experience with R&D teams in Scandinavia/Europe is a plus
Skills, Traits & Style
Great communication skills, both verbal and written; ability to interface and gain trust cross-functionally.
Outstanding ability to build and maintain strong, long-lasting client relationships
Detailed and organized with an affinity to problem-solving and time-management
Collaborative team player with the ability to work independently
High energy and drive
Creative—not afraid of trying and learning new things
Pragmatic—you get things done
Hands-on, Can-do, Can-try approach
What We Offer
A team-focused work environment with great personal and professional development opportunities
An opportunity to be a part of a truly innovative and a fast-growing and impactful international company