Technical Account Manager
ABOUT US
Exfluential's leading SaaS platform helps healthcare brands enhance their relationships with healthcare providers, making it easier than ever for them to market their products. Our platform eliminates the friction for healthcare providers, empowering them to drive activity for their practice – which is why brands continue to invest in our product.
At Exfluential, we follow the below core values:
Operate with a sense of urgency and professionalism; this has given us a strong reputation in a competitive market
Contribute as a team player; every role is crucial to our collective success
Serve our customers; our customers support our business
Fail forward fast; we only evolve if we learn
Keep family first; we all have a reason we work hard
POSITION OVERVIEW
Collaborative, solution-oriented, driven – just a few key ways we’d describe the ideal Technical Account Manager (TAM) at Exfluential.
Our SaaS company is rapidly expanding and looking for a new core team member to report directly to our Head of Operations. The TAM will partner with our customers, from hands-on onboarding through ongoing strategic guidance and expansion. Not only will the TAM build strong relationships with assigned customers but will also ensure that all user feedback is incorporated into the evolution of our products and offerings. The TAM appreciates the human element of SaaS customer service, and is comfortable engaging with customers in solo and group settings–both virtually and in-person.
This is a HYBRID role based out of Orange County, CA. The TAM will be expected to be in the office at minimum two days per week with flexibility to travel locally and nationally approximately 20% to meet with customers in person and/or attend conferences.
RESPONSIBILITIES
The TAM’s role is comprised of the following main categories: partnership development, strategic advising, and internal coordination.
PARTNERSHIP DEVELOPMENT
- Lead point of contact for customer partnerships, from initial onboarding through entire ongoing lifecycle
- Continuously assess customer relationship health – ensuring regular touchpoints to support renewals and expansion, as well as to maintain strong service-oriented reputation
- Develop deep understanding of customers’ business needs to anticipate questions and support needed, and recommend opportunities to utilize additional product features or expand the partnership
- Identify and drive opportunities to expand within customers’ businesses or with customers’ partners
STRATEGIC ADVISING
- Expertise on all of Exfluential’s features and services – ability to answer technical and strategic questions at any time
- Guidance on how to best utilize product features to accomplish customers’ business goals
- Analysis of reporting metrics and recommendations on enhancements and/or changes
- Immersion in the industries we work with, resulting in the ability to strategically provide feedback on best practices, benchmarks, and more
INTERNAL COORDINATION
- Advocate for customer and end user needs with internal team, ensuring that new features are prioritized based on feedback collected from customers
- Operate with urgency when processing support requests and delivering a resolution, facilitating effective internal communication
- “Manage up” to ensure the executive team is aware of customer opportunities, and that executive support is provided in real-time as needed
- Understand the balance between customer advocacy and team collaboration, transparently communicating internally and externally to push solutions forward
- Thorough documentation of customer requirements and requests to deliver to the internal team appropriately
- Ability to learn and effectively utilize internal tools and systems
QUALIFICATIONS
- 2-4 years in Account Management or Customer Success, in a SaaS company, agency, or related marketing environment
- Experience working within Google Workspace products (or equivalent Microsoft tools)
- Strong professional references
- Ability to work in our Orange County office at minimum two days per week
- Exceptionally strong verbal and written interpersonal communication skills, confident working with and presenting to customers
- Effective decision making skills with demonstrated understanding of when to bring in leadership
- Proven ability to effectively work in team environment
BENEFITS & COMPENSATION
- $85,000 base annual salary plus bonus ($105,000 - $130,000 annual OTE)
- Medical, dental, and vision coverage for full-time employees and dependents
- Flexible vacation time to promote a healthy work-life balance
- Career coaching, supportive management, and growth opportunities
- Flexible working arrangements with a focus on quality of work and completion of tasks/projects
Does this sound like you? We'd love to discuss how you may be a fit for this open role!
Email your resume to careers@exfluential.com and include Technical Account Manager in the subject line.
