Technical Account Manager

Straker is a leading AI powered global translation company blending human and machine intelligence to provide state-of-the-art translation solutions across the globe. We have a talented team of 200+ employees all around the world and are continuing to grow!

People are at the heart of all we do and our culture is unconditionally inclusive at the Straker Group. We recruit the most talented individuals to join us on our journey - regardless of their race, sexual orientation, religion, age, gender, disability status. By embracing and respecting our differences and harnessing the uniqueness that we each bring to our role - we have created an incredible global team of Rebels to fight the battle on behalf of our customers.

We are looking for a dynamic Technical Account Manager to join our team in North America to support our growing global enterprise business. The Technical Account Manager will be responsible for technical needs of clients across the globe by providing effective technical service before, during, and after the sale to drive full adoption of our software/service. In addition, the Technical Account Manager will act as a technical consultant to existing global clients and manage direct relationships with their technology resources. They will need to work across the multiple technology touch points in the client's global organization and manage the information flow and interactions with the various technical teams inside that client organization.

We are seeking a tech-savvy professional able to explain technical details and requirements to a non-technical audience. Overall, the Technical Account Manager will provide technical, product, and business knowledge to support the sales process and strengthen client relationships to ensure optimal engagement. The Technical Account Manager will provide support to the Sales and Client Success teams. A successful Technical Account Manager will have a consultative approach and the ability to quickly understand our industry and the clients we serve to guide clients through the localization process, moreover, the Straker process.

If you are a passionate client champion who is constantly improving client relationships for adoption and growth, combined with experience in the localization industry, this is the opportunity and the company for you!

Responsibilities include:

• Build and maintain relationships with assigned clients through a proactive approach to client engagement
• Support Sales department to win new business and increase sales
• Own the technical onboarding process for all clients
• Identify new opportunities within existing accounts for service enhancements and add-ons
• Work with clients to ensure they are leveraging our technology effectively and finding value in our services
• Become an expert in Straker offerings and educate clients on the use and benefits of our entire service offering
• Work closely with Sales, Operations, Finance, and internal technical teams to ensure an exceptional client experience and take care of any client issues
• Be a client advocate while capturing feedback and reporting requests to appropriate department
• Efficiently manage time to focus on essential activities to ensure client satisfaction, account renewal, and account growth
• Drive upgrade revenue through increased product adoption and usage

• Ensure all administrative needs for the client are met and updated with the required frequency to ensure no disruption of service

• Use consultative approach with clients to uncover additional opportunities for engagement within client organization

Professional requirements:

• 3+ years of experience in a technical customer-facing role
• Experience in managing escalated support requests
• Experience in liaising with IT teams internally and client side for escalated technical issues
• Onboarding and training experience with technical and non-technical audience
• Experience in providing Sales support with RFPs and giving technical demos to existing clients and prospects
• Experience in working with senior and executive level enterprise accounts

Additional requirements:

• Excellent written and verbal communication
• Confident, high energy, self-motivated and a true team player

• Excellent multitasking and project management skills
• Previous experience being part of software development teams is a plus
• Understanding of Agile software techniques, Scrum, etc. is also a plus
• Previous IBM experience is a bonus!

What do we offer?

• A competitive salary, with a bonus plan.
• Room for creativity, entrepreneurship, and development.
• Open culture and flat organization that grows quickly.
• Position of 40 hours per week
• Work Your Way internal policy to facilitate you achieving great work/life balance

If this sounds like the right next step in your career - please apply NOW!