The Services Operations team at PowerPlan lives at the intersection of development, implementation, and customer success where we drive standards and structure to provide a consistent, positive experience for our customers. We are looking for a Technical Account Manager that will be accountable for building a customer focused strategy aimed towards ensuring technical stability, maintenance plans, project, and support success.

This person will also serve as the voice of the customer within the organization and ensure that they maintain direct lines to product experts and foster a feature and usage feedback loop with our respective Product and Support teams. In addition, this role will work with the rest of our Services Operations team in ensuring that we are upholding the proper change management protocols as defined by internal processes and procedures.

Key Performance Objectives

1. Actively engage with customers: In conjunction with Customer Success and Sales to increase customer awareness of PowerPlan’s product features and guide them through transformational events like professional services engagements and technical maintenance. Create technical roadmap with customer to ensure smooth maintenance events and adoption of the latest technical architecture.
2. Serve as a liaison between our internal teams and clients: Act as the single point of contact and lead change initiatives with customers’ environment for PowerPlan driven, customer driven, or third party driven updates. Successfully lead at least 90% of assigned client change initiatives by serving as the primary point of contact for PowerPlan-driven, customer-driven, or third-party updates. Provide best practice guidance and coordinate with Product and Support teams. Provide guidance to customers and our teams internally on best practice change management processes, ways to utilize deployment tools, and ensure security and compliance are maintained.
3. Ensure Compliance of Client Entitlements: Own entitlement management processes for adoption, expansion and deprecation of client services offerings. Run quarterly compliance reports across assigned client entitlements and support Sales and Legal in truing up gaps.  Publish and maintain client release calendar for all assigned clients and coordinate communication through respective teams.
4. Project Management: Managing the technical aspects of the client relationship, including onboarding, support, and troubleshooting, while ensuring that projects are delivered on time and within budget.
5. Communication: Maintain regular communication with clients, provide regular updates on project status, and conducting regular meetings to review progress, identify issues, and discuss upcoming changes or enhancements. Facilitate regular knowledge-sharing and feedback loops with Development, Support, and Product teams to ensure client needs are addressed, issues are resolved quickly, and product improvements are customer-driven
6. Process Improvement: Lead monthly client status meetings and quarterly business reviews (QBRs). Share updates, risks, and improvement plans. Build deep relationships with key stakeholders at each client account. Continuously improving the company's processes and procedures to ensure that the highest level of service is provided to clients.
7. Teamwork: Working closely with the development team to ensure that the client's needs are met and that any issues are resolved in a timely manner. Identify and implement at least 3 new process enhancements that improve service delivery, increase client satisfaction, or streamline internal operations across technical account management.

• Manage the technical aspects of the client relationship, including onboarding, support, and troubleshooting.
• Work closely with clients to understand their technical requirements and provide guidance on best practices.
• Collaborate with our development team to ensure that the client's needs are met and that any issues are resolved in a timely manner.
• Provide regular updates to clients on the status of their projects and any issues that arise.
• Develop and maintain strong relationships with key stakeholders at the client's organization.
• Conduct regular meetings with clients to review project status, identify potential issues, and discuss any upcoming changes or enhancements.
• Ensure that all client-related documentation is up-to-date and accurate.
• Continuously improve our processes and procedures to ensure that we are providing the highest level of service to our clients.

Requirements

• Bachelor’s in computer science, Information Technology, Engineering, or experience in a related subject matter field (Tax, Accounting, Budgeting)
• 4+ years of experience with software and Customer support
• Excellent communication skills with the ability to conduct trainings and exercises.
• Ability to collaborate and work as part of a team.
• Understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols
• Demonstrated ability to solve complex problems and possess high level of technical skills.
• Ability to work alternate shift schedules and 24x7 on-call schedule, as needed.
• Must be authorized to work in the US or Canada

Preferred

• Knowledge of ERP implementations and financial accounting processes (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Project Accounting, Close, Budget)
• Knowledge and experience with developing complex SQL queries.
• Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software.
• Prior experience working with customers to drive value and adoption of features and functionality

PowerPlan is an EOE

Applicant Privacy Notice

Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.