Technical Account Manager

The Company:

Common Forge Ventures builds and launches software businesses that are built to last and

focused on profitability from the outset. We are an agency-model studio, which means that we fund a small number of new businesses out of the profit of the software consulting and support work that we do for others. We focus on building businesses for the common good, and on supporting other businesses that are doing the same.

The Position:

We are seeking a Technical Account Manager for Common Forge Ventures, a venture studio, and digital agency building businesses for the common good. This individual will serve as one of our primary interfaces between clients and technical teams, ensuring effective communication and resolution of software issues. They will respond to support tickets, understand client issues and priorities, and use all the resources available to them to delight our customers. The Technical Account Manager plays a crucial role in maintaining long-term client relationships and driving the success of our support and maintenance-driven software projects.

Responsibilities:

• Client Liaison and Support Coordination
• Act as the primary point of contact for clients, ensuring their requirements and concerns are effectively communicated to the technical team.
• Coordinate with the internal technical team to understand the root cause of different issues and all potential opportunities for resolution and product improvement.
• Transparent Communication and Reporting
• Maintain transparent and regular communication with clients and provide visibility into customer accounts via up-to-date dashboards and CRM tools.
• Maintain established service level agreements by ensuring that all customer requests are responded to and resolved in the appropriate time frame.
• Work with the CFV technical team to ensure that appropriate technical documentation is created for each product, process, and issue that arises.
• Sales and Renewal Support
• Work with the CFV team and customers to identify and propose strategic opportunities to deliver additional value to the customer via new product and service offerings.
• Negotiate annual renewals and other work orders for new business

Qualifications:

• Minimum of 3 years of proven experience in technical account management or customer success in a software setting
• Strong understanding of software maintenance processes including corrective, adaptive, perfective, and preventative maintenance.
• Excellent communication and problem-solving skills.
• Ability to work closely with technical teams and relay information effectively to non-technical stakeholders.
• A bachelor's degree is preferred

Personal Attributes:

• Strong communication, customer service, and project management skills.
• Excellent problem-solving abilities.
• A high degree of adaptability and flexibility.
• Intellectually curious and committed to continuous learning.

Salary

• 65-75k.