Technical Account Manager

Plex Troy , MI 48007

Posted 2 weeks ago

We're on a mission. As a fast-growing software company on the cutting-edge of technology, Plex is revolutionizing global manufacturing in the same way cloud solutions have transformed sales, marketing, and human capital management. We want manufactures to succeed. That's why we're on a mission to replace underperforming, on-premise enterprise resource planning (ERP) systems with the Plex Manufacturing Cloud ERP built for today's model of manufacturing. If you want to see the future of business, we're what's next.

In support of our ongoing growth, our Customer Care organization is looking for a Technical Account Manager (TAM). The TAM position is one of facilitation and advocacy on behalf of Plex's Platinum Support Program clients. It requires superb customer management skills, clear communications, and the ability to manage cross-functionally through influence. This position is located in our Troy, MI offices. Additional attributes include the following:

  • Has in-depth knowledge of Customer Support and client relationship management.

  • In-depth technical knowledge of Plex systems

  • Able to monitor case workload on behalf of assigned clients, effectively advocating on their behalf within Customer Care and across organization.

  • Becomes a trusted advisor to client.

  • Proactively monitors all Customer Care workload on behalf of assigned clients to ensure compliance with SLAs, to provide a "white glove" client experience, and to discern patterns that may indicate underlying causes.

  • Advocates on clients' behalf as appropriate.

  • Delivers periodic reports on service metrics and plans activities to improve performance.

  • Develops relationship with key client representatives in order to assess business practices as related to Plex's capabilities.

  • Delivers monthly, quarterly, and annual customer business reviews

Qualifications:

  • In-depth knowledge of Plex software and organizations

  • A minimum of 5 years of successful management of customers, internal or external to the organization

  • A minimum of 3 years of deep and complex technical support experience

  • Bachelor's degree; advanced degree preference

  • Able to travel up to 10%

We are proud to be recognized as one of the top workplaces in the tech industry. In fact, it's Plex employees themselves who say our company is a great place to work. We've created an inviting workspace that fosters a culture of collaboration, innovation, and excitement. Some of the things our employees enjoy include:

  • Competitive wages

  • Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) matching program

  • Very generous PTO/paid holidays

  • Tuition reimbursement

  • Health club dues reimbursement

  • Sustainable work-life balance and flexibility

  • Our multiple locations offer a casual-dress workplace, complimentary food and drink, and "de-stress areas" complete with video games, ping pong tables, and more

We're looking for high-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you're ready to be inspired, solve problems, grow professionally, and unleash your talentthen apply today. You're what's next.

The Plex Manufacturing Cloud

Plex is the engine behind the manufacturing economy, powering the first ERP cloud built specifically for the plant floor. The Plex Manufacturing Cloud delivers anywhere, anytime industry-leading ERP and manufacturing automation through a secure web browser, connecting suppliers, machine, people, systems, and customers with capabilities that deliver continuous innovation. Plex now supports more than 600 organizations and 2,000+ manufacturing facilities in 22 countries around the world. Our customers make everything from diesel engines and aircraft to ice cream and candy, all in the Plex Manufacturing Cloud.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Of Technical Account Management

Plex

Posted 4 days ago

VIEW JOBS 3/22/2019 12:00:00 AM 2019-06-20T00:00 In support of our ongoing growth, our Customer Care organization is looking for a Director of Technical Account Management. This Director position is a senior leader within the Customer Care organization who leads the coaching and development of the Technical Account Management team. Additionally, this role is responsible for driving revenue, reducing customer churn, and for driving the value engineering around Plex's premium support services. It requires superb client relationship management skills, demonstrated team development, clear communications, and the ability to manage cross-functionally through influence. This position is located at our HQ in our Troy, MI office. Additional attributes include the following: * Has in-depth knowledge of Account Management, within a SaaS environment * Strong customer relationship management skills * Business development acumen * Working knowledge of Plex systems * Ability to drive and measure value creation for customers * Leads the hiring, coaching, and development of Technical Account Managers * Becomes a trusted advisor to and develops relationships with key senior leaders within the account portfolio * Advocates on clients' behalf as appropriate. * Delivers periodic reports on service metrics as well as revenue generation, and plans activities to improve performance. * Partners with Sales and Client Success to achieve renewal, cross-sell, and upsell targets * Partners with Marketing and Sales to grow the paid Premium Support revenue stream * Ensures the consistent delivery of monthly, quarterly, and annual customer business reviews * Has a history of account portfolio growth Qualifications: * In-depth knowledge of Plex software and organizations * A minimum of 10 years of successful account management/client success of customers at a senior level (Director, Senior Director, or VP level) * Experienced with SFDC, ServiceCloud, ticketing systems, etc. * A minimum of 7 years of deep and complex technical account management experience * Client Success or Business Development experience preferred * Bachelor's degree; advanced degree preference * Ability to travel up to 10% We are proud to be recognized as one of the top workplaces in the tech industry. In fact, it's Plex employees themselves who say our company is a great place to work. We've created an inviting workspace that fosters a culture of collaboration, innovation, and excitement. Some of the things our employees enjoy include: * Competitive wages * Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) matching program * Very generous PTO/paid holidays * Tuition reimbursement * Health club dues reimbursement * Sustainable work-life balance and flexibility * Our multiple locations offer a casual-dress workplace, complimentary food and drink, and "de-stress areas" complete with video games, ping pong tables, and more We're looking for high-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you're ready to be inspired, solve problems, grow professionally, and unleash your talent…then apply today. You're what's next. Plex Troy MI

Technical Account Manager

Plex