Technical Account Manager

Customer Care, Boston, United States

TECHNICAL ACCOUNT MANAGER
ABOUT LOGMEIN
LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.
Our headquarters are two state-of-the-art buildings on Summer Street in the heart of Boston’s Innovation District that includes a 2,200 sq ft roof deck and patio. We work in an open and collective environment simplifying how people connect to each other and the world around them.
ABOUT ROLE
Exciting opportunity for an experienced technical product professional in a dynamic high tech public software company at corporate headquarters located in Boston, Massachusetts. The position reports to the Manager of TAMs and Product Specialists and will be a key team member responsible for managing relationships with new and existing customers. Technical Account Managers help customers get the most from our products with the ultimate goal of long-term customer retention. This is an excellent opportunity for a high energy, driven, and technically creative individual interested in adding value, learning, and growing with the organization.
RESPONSIBILITIES
  • Manage and enhance customer relationships and escalations (e.g. reactive and proactive) for strategic enterprise accounts
  • Provide direct customer support for VIP customers
  • Qualify customer requirements and effectively articulate internally to meet customer requirements
  • Manage customer engagement to meet acceptance criteria and issue escalation/resolution
  • Ability to investigate and troubleshoot our customer’s configuration with the following languages: HTML, CSS, JavaScript
  • Supporting, troubleshooting and assisting customer implementations utilizing our APIs and SDKs
  • Responsible for meeting all internal/external Service Level Agreements
  • Investigate/analyze technical pre-sales challenges
  • Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, and API integrations
  • Coordinate with Development teams to ensure effective resolution of customer escalation, feature requests, and product related issues
  • Assess and respond to critical situations during and outside normal business hours
  • Document Support tickets for all customer interactions and inquires
  • Field live Support calls and address customer and interdepartmental emails regarding escalations
REQUIREMENTS
  • 2-4 years of Level 2/Level 3 or Technical Team lead call center experience
  • Solid knowledge of HTML, CSS, JavaScript, and API Integrations
  • Basic understanding of IoT and cloud platforms such as; Heroku Connect, AWS not required but is always a plus
  • Knowledge of advance networking tools such as: WireShark, PingPlotter, Fiddler
  • Knowledge of remote access products, VPNs, routers, firewalls, proxies, and networking configurations
  • Solid knowledge of mobile platforms, all OS platforms and networking essentials
  • Understanding of Salesforce and CRM solutions (preferred but not required)
  • Knowledge of VoIP (preferred but not required)
  • Knowledge of general software development processes, ability to communicate effectively with customers, partners and department colleagues (e.g. with Engineering)
  • Must be willing to participate in 24/7 support, including: weekends, holidays, and outside normal business hours (Compensation for on call rotation)
  • Manage customer expectations to meet acceptance criteria on escalation and resolution
  • Qualify customer requirements and effectively articulate internally to meet customer standards
  • Proven ability to prioritize and multi-task in a fast paced, dynamic environment
  • Ability to identify critical issues from varying points of view and make timely high quality decisions
  • Demonstrated ability to build and maintain positive relationships and team objectives
  • Review open incidents, problems and enhancement requests, communicating priority and direction to the responsible teams to ensure necessary visibility, priority and outcomes
OUR VALUES
Be Accountable - even when no-one is looking
Thrive Together - greatness comes from unlocking each other’s potential
Advance Confidently - we find opportunity and act on it
Collaborate Openly - our whole is greater than the sum of our parts
Engage Fearlessly - we speak up and listen