Crownpeak provides web content management Software-as-a-Service (SaaS) to large global enterprises. Web content management enables digital marketers and e-business teams to create and manage web and mobile sites, target content to specific audiences and analyse visitor behaviour. As a SaaS software provider, Crownpeak is a highly disruptive business, displacing last-generation solutions in a $4.0B market with rapid growth.
Organizations such as MetLife, The Bank of New York Mellon, Aflac, Prudential, Eli Lilly and Deloitte have deployed over 3,500 major web and mobile sites on the platform. Digital marketing and e-Business teams benefit from unprecedented agility in launching, redesigning and managing large numbers of projects.
We are seeking a proactive, enthusiastic and passionate Technical Account Manager to join our growing team in Denver, Colorado or work remotely.
You will be the named technical contact for our largest and most strategic customers who participate in our Elite support program. The Technical Account Manager is a critical role and ensures customer satisfaction through an exceptional support experience. On a day to day basis you will support the Digital Content Management and Digital Experience Management solutions driving growth and helping clients secure maximum value from our products.
You will serve as a customer champion and collaborate with Product, Engineering, Professional Services, Customer Success and other teams to reduce churn and grow our customer base. You will be expected to be a product expert and serve as the facilitator and lead across Crownpeak internal teams. You will work with Customer Success teams to provide customers with frequent check-ins and business reviews to understand concerns, goals and opportunities. You will work with Product and Engineering to escalate and identify immediate remediation to situations that would impact customer satisfaction and be the overall internal spokesperson for the customer.
You will work with customers at a high level to ensure that they are making the most effective and appropriate use of Crownpeak products, helping with the design and architecture of complex, multi-tier solutions across multiple platforms. Using your knowledge of Crownpeak products and the customer's business, you will provide expert assistance and architectural advice to Crownpeak Professional Services and customer- or partner-led engagements. As the key technical point for customers, you will also work with the Crownpeak Professional Services organization to forecast and staff projects accordingly.
As the key spokesperson for the Customer, you will need to be able to have strong presentation and consultative skills in order to be able to articulate via demonstrations, workshops and business reviews at all levels of the Customer organization, including senior executives such as VP, CIO, CTO, etc.
Crownpeak offers a unique opportunity that encourages creativity and professional growth along with a competitive salary and benefits package including medical, dental, vision, life, 401(k), paid vacation, holidays, and more. Great opportunity for the right person!
Skills & Requirements
- 7+ Years’ experience in customer technical support role ideally supporting web applications
- Experience with managing customer interactions and relationships
- Background in agency and consulting is a plus
- Strong presentation skills to customer executives at VP, CIO, CTO level
- Strong written and verbal communication skills
- Excellent teamwork skills
- Passionate individual contributor
- Experience with content management systems is a plus
- Previous experience with a few of the following domains:
- REST API
- Software as a Service Platform
- Cloud Based Architecture
- High Level Enterprise Architecture
- Experience with slack, JIRA, Salesforce, Confluence and other collaboration toolsets.
- Thorough, detail oriented, and self-motivated
- Flexibility to support customer specific issues
- Undergraduate degree from 4-year University (Computer Science, Information Technology or similar)
Crownpeak pays competitive wages based on requisite experience and skills, and offers equity. The company has a 401(k)-retirement plan, a bonus plan, paid vacation and personal time, as well as health, dental, vision disability and life insurance.