Senior Technical Account Manager

At Deputy we’re on a mission to change the way the world works and we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with our longer term vision to enable thriving workplaces in every community.

Deputy is a SaaS workforce management company designed to simplify employee scheduling, time and attendance tracking, and task management for businesses. We are headquartered in Sydney (AU) and San Francisco (USA), with offices in Melbourne (AU), and London (UK). We’ve helped employers across all industries in 70+ countries optimize their workforce and improve operational efficiency. As a fast-growing tech company, Deputy offers an exciting and dynamic work environment with opportunities for career growth and development.

This is a remote role (working from home), so we are totally happy for you to be based anywhere in the US.

You do not need to match every listed expectation to apply for this position. Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

The Team:

Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like retail to food & beverage to retail and many more. Our key focus is empowering customers to leverage Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.

The Role: 

A Senior Technical Account Manager (TAM) proactively works alongside the Customer Success team to support the growth and expansion of Deputy products with our strategic customers. TAM’s utilise their technical acumen and customer-facing skills to effectively help plan and provide solutions that improve the value and usability of Deputy for our customers. This role is a major part of our post-sales process and will demonstrate success through the retention of customers.

Key Responsibilities:

• Drive ongoing proactive technical consultation with key customers to support growth, satisfaction, utilisation, and retention.
• Be a technical advisor with your customers by understanding their business/operational needs and technical challenges, and help them achieve the greatest value from the Deputy platform.
• Proactively conceptualise creative solutions to meet customers’ demands and partner collaboratively with our Success, Support, Delivery services, Product, and Engineering teams, plus Partners to facilitate the creation of the customer’s needs within the product globally
• Facilitate the resolution of technical issues and translate these issues for support or engineering to help resolve quickly (diagnosis , document, etc.)
• Institutionalise customer accounts by automating manual workflows, simplifying planning frameworks, and driving long-term solutions for customers.
• Be the voice of the customer and act as a technical liaison by documenting and providing ongoing feedback to educate internal technical teams on customer needs and challenges.

Qualifications:

• 5+ years of experience in a TAM role or similar role responsibilities 
• Software development and architecture experience is desirable, Ability to analyse & interpret business requirements and customer interactions to anticipate and guide client needs
• Confident with technical workflows around APIs, SFTP files, Workato, etc.
• Proficient in working with APIs, automation software, SFTP integrations, troubleshooting technical workflows
• Experience in discussing technical issues with stakeholders in understandable language 
• Comfortable working cross-functionally with implementation and engineering teams

Employee Perks

- Employee Stock Ownership

- Competitive Compensation Packages

- 401k Company Match

- Comprehensive Health Benefits

- Commuter Reimbursement Program

- Flexible Work Schedule

Learn More About Deputy

Deputy Linkedin Page 

Deputy Instagram

The Bay Area's Top Workplaces

Open the Pod Bay Doors Podcast - E165: Silvija Martincevic, CEO & Board Director, Deputy 

International Shift Worker Sunday

Customer Story - Honest Burgers: from inflexible all-in-one to Deputy’s best of breed flexibility

Best Employee Scheduling Software 2023 (Forbes Advisor)

Silvija Martincevic: Five Things I Wish Someone Told Me Before I Became A CEO

Customer Reviews - GetApp and G2Crowd

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills. 

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