Technical Account Manager

About EdCast:

EdCast offers a unified talent experience platform designed to enable end-to-end employee journeys spanning learning, skilling, and career mobility. Our award-winning platform is used internationally by organizations ranging from large Global 2000 companies to small businesses and governments. With EdCast's platforms, businesses are able to attract, develop and retain a high-performance and future-ready workforce. EdCast's offerings include its Talent Experience Platform, Spark for SMBs, Content Strategy and Solutions, and MyGuide Digital Adoption Platform. EdCast is recognized as a Technology Pioneer by the World Economic Forum.

Our mission is to empower individuals and organizations to Work Smarter, Achieve More and be Future-Ready.

The headquarters of EdCast is located in Mountain View, California, in the heart of Silicon Valley, with growing offices in Rotterdam and Mumbai.

Job Description:

The role of the Technical Account Manager is to develop and maintain strong relationships with key customer accounts. You will be their main point of contact for new implementations, integrations and technical guidance across all Edcast products. You will also liaise with cross functional teams within Edcast to ensure that customers' requirements and issues are addressed in a timely manner.

Roles and Responsibilities:

• Own and drive to resolution, escalated issues from the customer
• Track and ensure that SLA commitments are being met
• Become an SME on all EdCast product lines
• Develop a deep understanding of the architecture and technology behind the Edcast product lines
• Be proactive with keeping the customer up to date on upcoming releases and product features
• Establish a weekly cadence of calls with customer
• Analyze customer issues and identify trends and areas of improvement
• Contribute towards and improve internal processes and documentation

Requirements

• Bachelors or Masters degrees associated with computer programming, engineering, and other technical areas are preferred

• 5-7 years experience in a customer facing technical role

• Hard Skills:
  • Experience with supporting SAAS platforms
  • Experience working with APIs
  • Good understanding of SSO/SAML
  • Experience with querying SQL databases like MySQL, Postgres
  • Experience working with logging and error monitoring tools such as Kibana, Splunk etc.
  • Familiarity with CRMs like Salesforce and bug tracking tools like JIRA
  • Knowledge of learning/training technologies, a plus
  • Knowledge of HRIS systems such as Workday, SuccessFactors, a plus

• Soft Skills:

• Excellent verbal and written communication skills with the ability to effectively communicate with all levels of staff within an organization from customer project team members to senior customer stakeholders.
• Self-motivated and you can work with a minimum supervision
• A driven team player, collaborator, and relationship builder
• Be able to adapt to a fast paced environment and changing priorities
• Strong planning and organizational skills

Benefits

An opportunity to get ahead in your career by being part of a scaling-up Silicon Valley company. It is a massive opportunity to bring your ideas, your knowledge and to make a real impact within an environment that is open and challenging. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations. We believe in lifelong learning.

We believe we can create abundant opportunities for workforce learning and upskilling within the organization's ecosystems. We have the spark, the ambition, the drive, and the passion for making an impact in the world.

If you like the energy, feel the chemistry and the role sounds like a good fit, we would love to hear from you. Send us your details and do not forget to attach your CV. If you want to go the extra mile, surprise us with a stand-out motivation letter.