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
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:
Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) matching program
Very generous PTO/paid holidays
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.