Company Description

Thought Industries provides the world's #1 software platform for customer learning management (CLM). Industry leaders use Customer Learning to grow revenue, increase customer loyalty, and ensure customer success across technology, manufacturing, healthcare and other industries with complex products and training requirements.

We were founded in 2014 around the core belief that online learning experiences should be modern, intuitive, engaging and scalable. Our mission is to transform the way online learning experiences are created, managed, and delivered on a global scale. Our goal is to become the premier enterprise platform for organizations who need to train and engage with their customers. We are a fast-growing tech company -- a people-first organization with a flexible, fun, hard-working environment

Job Description

As a Technical Account Manager at Thought Industries, your goal is to understand our customer use cases and how the platform configuration and solutions can drive value and ultimate success for the client base. You are passionate about strong client relationships that create a partnership focused on strategic guidance and technical support allowing for continuous growth and evolvement of the Thought Industries platform.

The TAM provides deep product expertise and an understanding of customer business needs that allows the ability to convert that knowledge into a long-term strategy supporting the Thought Industries platform. They are a key member of the Customer Experience team working with Customer Education, Technical Support, Professional Services, Product Solutions, Solutions Engineering, and Customer Success to provide clients the best possible experience utilizing Thought Industries. Our goal is to drive value as quickly and often as possible delivering on the promises made at the point of sale, supporting client's interests and identifying new opportunities.

Responsibilities and how you will make an impact:

Own an assigned set of clients, their technical requirements and roadmap, product feedback, and overall instance strategy
Act as your own project manager for each assigned client
Partner with the Account Manager who is responsible for the overall account plan and all commercial aspects of the account
Partner with the Customer Success Manager who is responsible for the overall account health, success, and value the client receives from utilizing Thought Industries
Communicate best practices for eLearning and Learning Management
Act as a trusted advisor analyzing and providing client specific documentation and proactive communication related to product releases
Support new initiatives and rollouts for the client providing best practices and guidance
Create Technical Success Plans to track on a regular cadence
Consult on reporting databases and create custom reports
Workshop new solution ideas and validate with the client
Identify and scope new opportunities for expansion and professional services
Work closely with the account team during critical support concerns
Collaborate with the account team to deliver Quarterly Business Reviews and Executive Business Reviews

Qualifications

5+ years of technical troubleshooting and/or implementation in a SaaS platform
2+ years of enterprise account management experience
Working knowledge of JavaScript, CSS, and React
Working knowledge of API and GraphQL
Working knowledge creating and executing SQL queries
Working knowledge of BI reporting tools and database management
Experience in e-Learning or Learning Management
Ability to travel up to 20%

Key Skills:

Strong technical understanding and ability to translate into business solutions
Detail oriented verbal and written communication skills that are client centric
Project management approach to client management
Ability to work in a fast paced environment and evolve based on client needs
Extreme curiosity to solve problem

Additional Information

This is a full-time position and candidates should be based and authorized to work in the U.S or Canada. No Recruiters, please.

All your information will be kept confidential according to EEO guidelines.

Thought Industries does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment decisions at Thought Industries are based on merit, qualifications, and abilities.

Thought Industries, Inc.

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Technical Account Manager (TAM)