Technical Account Manager
Urban Airship - Portland, OR

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Urban Airship is the leading provider of messaging technology and usage data for smartphones, tablets, PCs and other connected devices. Its solutions simplify all aspects of notification/alert delivery and mobile campaign management across multiple platforms in a scalable and reliable way. Urban Airship's data solutions provide a unique perspective on user reaction, both direct and indirect, campaign-level and long-term, to our customers' messaging strategies. In addition to its core messaging and data services, UA provides location targeting and digital wallet solutions as well as professional consulting and integration services from our team of mobile development experts.
UA is seeking a great Technical Account Manager (TAM) who is passionate about the customer experience, technology, and can personally relate to a developer's struggles. The role bridges the gap between technical and non-technical and is frequently interacting with development, product, marketing, and leadership from our largest clients. This position requires a product expert that can use a client's use case to help guide their technical teams through the implementation of Urban Airship's products and services.
Interface with customers in final stages of contracting with Sales to gather, collect, and document technical, product, and contract requirements regarding the customer's purchase(s) of Urban Airship's products
Coordinate new customer activities with appropriate team members. Keep all parties apprised of customer requirements, deliverables, and timelines
Act as single point of contact for customers in implementation process ensuring a high level of responsiveness if issues arise
Provide metrics as established by department leadership to track and report customer implementation activities and associated issues and/or opportunities for reporting to both customer and internal stakeholder reporting
Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
Partner with the Engineering and Development teams to resolve customer issues
Write documentation, knowledge base articles, and tutorials to improve the customer experience of Urban Airship products and services
Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
Contribute to the development of our implementation and support policies and procedures
Do whatever it takes to provide an outstanding experience
Skills and Experience
BS in Computer Science or equivalent
3+ years of technical client-facing experience
Working knowledge of Linux and/or Mac OS X command line
Comfortable with IOS and Android mobile platforms and their development tools
Able to read code and write code (especially Python, Java, or Objective-C)
Good with people when they're happy and when they're not
Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
Must thrive at working in a fast paced environment
Ability to work in a team environment while working independently
If you're tenacious, good humored, diplomatic and helpful you'll succeed in this role