Full Time Job

Technical Account Manager

Sinclair Broadcast Group

Bellevue, WA 05-05-2020
 
  • Paid
  • Full Time
  • Entry (0-2 years) Experience
Job Description

Sinclair Digital Agency is a digital marketing company dedicated to providing our customers with cutting edge digital marketing, analytics, fulfilment and ad operations platforms that maximize ROI and customer engagement. With a heavy focus on innovation and being the leader in all things digital marketing, our mission is to be the market leader in SaaS across the advertising industry.

We operate in a fast paced, customer-focused, dynamic environment where everyone on the team is committed to the growth of our customers and company. Highly entrepreneurial, our success comes from employees who voice their opinions and ideas to facilitate growth to our bottom line. We reward performance, support individual development and foster a fun work environment.

We're looking for an experienced Technical Account Manager whose mission will be to successfully manage the deployment of our solutions to our customers. This critical function is responsible for establishing best practices and leading our efforts in on-boarding new customers, driving successful platform deployment/adoption, and ensuring customer expectations are met. Additionally, your focus will be on understanding desired customer outcomes through collection and analysis requirements, translating these into technical specifications for the dev team, and turning these into the development of new features and deployment strategies based on customer needs.

You will be a key player in helping our customers maximize the value of our solutions, turning customer feedback into new features, and establishing plug & play best practices for the deployment of our platform.

Responsibilities:

Client On-Boarding
• Act as the dedicated technical contact through-out the on-boarding stages for new customers
• Proactively communicate with newly acquired customers and ensure successful deployment of our solutions
• In cooperation with the Account/CSM team prepare for, and lead customer kick-off calls attended by customer stakeholders. Educate customers on the

implementation process
• Capture detailed custzomer requirements and coordinate with the implementation team to configure systems to meet these
• Manage weekly status calls and follow-up on action items to maintain project velocity
• Create customer status reports, track progress and forecast needed deliverables throughout the on-boarding process
• Identify issues and risks, drive internal resources and customer teams to resolve issues and achieve go-live dates
• Ensure a successful hand-off to the steady-state team after the implementation has been completed and customer is successfully launched

Manage Custom Integration Projects
• Capture customers' detailed technical requirements for new feature enhancements and convert these into detailed user stories for software development

teams
• Discuss customers' integration needs and assess integration options
• Define integration requirements, gather API documentation, and prepare the software development teams to successfully complete integrations with

customers' systems
• Assess, analyze and mitigate risk

Processes & Best Practices
• Research, recommend, and implement tools that enable the organization to scale
• Drive improvements across the organization to move to ''plug-and-play'' solutions deployment
• Develop and deploy playbooks for customer on-boarding
• Gather feedback from clients on the software performance, usability and on-boarding processes
• Develop and document best-practices learned in speaking with customers
• Continuously look for ways to improve the product and customer experience
• Accept responsibilities to fill gaps on project teams within the company according to capacity and skill

Product
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Ensure customer needs are converted to technical specifications for feature development and are entered in the product roadmaps according to right priorities
• Participate in the software design lifecycle by suggesting strategic changes to software services to improve its usability and image in the industries served

Qualifications:
• Proven experience (1-3 years) as deployment manager technical account manager, or similar
• Strong interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Able to discuss technical requirements with customers and developers, can facilitate questions, and research answers
• Project management experience with ability to independently develop templates, checklists, and best practice documentation
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Passion for designing solutions, teams, and processes that scale
• Enjoys ''getting their hands dirty'' by digging into complex operations
• Takes high degree of ownership over their work
• Strong listening skills; open to input from other team members and departments
• Data focused
• Great ability in problem-solving and negotiation
• BSc in Computer Science or relevant field

Bonus Skills:
• Software and SaaS background or high technical aptitude with the ability to learn technical terms and processes quickly
• Industry experience

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

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