Stamps.com

Technical Account Manager (TAM)

Category
Business Services
Location
US-CA-Mountain View

Overview

The Technical Account Manager (TAM) is responsible for managing all technical aspects for our top managed clients and partners.  This high-touch and relationship building position helps the company maintain and grow our business with managed accounts and key partners.

 

Our Business Services team is responsible for pre-sales support, onboarding, and technical account management of our most valued clients and partners. This key business function is at the heart of our value proposition and drives our growth. The team consists of highly skilled and long tenured technical implementation and support talent with a unique combination of technical skills, service aptitude, and creative problem solving.

 

WHO WE ARE

Endicia, a wholly owned subsidiary of Stamps.com (NASDAQ: STMP), is a leading provider of internet-based postage services for e-commerce businesses of all sizes. Stamps.com Endicia’s postage and shipping solutions save time and provide access to the best possible U.S. Postal Service® rates. We know that shipping can be complex and our goal is to simplify your shipping operations so you can focus on doing what you do best.

 

WHAT WE DO

Stamps.com Endicia's electronic postage solutions make it easier and more affordable to ship parcels through the U.S. Postal Service®. Our solutions have helped thousands of businesses print more than $14 billion in postage. As a long-time, trusted partner of the U.S. Postal Service, we've built our reputation on our commitment to simplifying, improving, and enhancing the shipping process for our customers. That's what we call “innovation with purpose.”

 

Our customers view Stamps.com Endicia as vital to their businesses because we help them increase shipping efficiency saving them time, money, and resources. Whether you're a high-volume warehouse shipper, operating an e-commerce site from your home, or simply trying to get invoices out before the day is over, Stamps.com Endicia can help.

Responsibilities

Primary Objectives:

  1. Support and implement solutions for new and existing customers.
  2. Provide superior technical support to internal and external stakeholders.
  3. Support managed account portfolio growth and retention.

 

Essential Position Duties (typical monthly, weekly, daily tasks):

  1. Support and implement solutions for new and existing customers.
  • Establish a working relationship with customers, sales teams, and other cross functional teams.
  • Provide technical assistance to new and existing customers.
  • Configure technical solutions to meet customer requirements.
  • Analyze customer requirements and translate them into work orders including any necessary customization.
  • Demonstrate how the company’s product solutions provide value and support to the customer’s organization.
  • Answer customer questions on product functionality, usage to help solve sales support problems.
  1. Provide superior technical support to internal and external stakeholders.
  • Serve as liaison for urgent issues during normal business hours and after hours.
  • Serve as a technical resource for our larger customer and partners.
  • Respond to customer and partner issues in a timely, efficient, and professional manner.
  • Generate reports for partners, customers, and sales teams with in SLA requirements.
  • Troubleshooting of software interface, network connectivity, data format, and other technical issues.
  • Function as the voice of the customer to drive continuous process and service improvements.
  • Recommend and implement best practices to ensure efficient workflow for our customers.
  • Provide technical consultation and knowledge transfer with Technical Support, Product Management and Engineering to coordinate resolution of technical issues.
  • Provide feedback to Product Management and other groups as needed.
  • Perform quality assurance testing and record issues found.
  • Manipulate data contained in common file formats (XML, CSV, tab-delimited, etc.)
  1. Support customer acquisition and retention.
  • Create custom reports and provide data analysis.
  • Maintain extensive knowledge of complex aspects of products and systems and may present/demonstrate remotely and/or at client site.
  • Work in partnership with sales team to strategize sales approaches and ensure attainment of sales quotas.
  • Evaluate and analyze customer systems/equipment requirements to gain knowledge understanding to assist the sale teams to identify additional sales opportunities.
  1. Other duties as assigned.

Qualifications

Education and/or Experience:                                                                  

  • Bachelor’s degree or equivalent experience.
  • Three to Five (3-5) years’ experience in implementing software integration solutions and/r technical sales/service roles.
  • Previous experience working with web services, XML, ODBC, and basic database queries.
  • Previous experiences in data file and database manipulation of data contained in common file formats (XML, CSV, tab-delimited, etc.)
  • Experience in software technical setup and integration.
  • Experience in the transportation/small parcel or a related industry in a plus!

Skills and Knowledge:

  • Strong verbal and written communication skills to effectively convey technical information to people at all levels and technical skills.
  • Excellent interpersonal skills to effectively and professionally work with coworkers, partners and vendors.
  • Strong ability to lead pre-sales discussions and overcome technical objections in the sales cycle.
  • Intermediate level troubleshooting skills for all applications and environments, ability to diagnose issues and implement solutions.
  • Critical thinking skills with an aptitude for problem solving.
  • Customer Oriented with friendly, upbeat attitude to effectively build rapport with customers.
  • Working knowledge of coding in PHP, C+, Visual Basic scripting a plus.
  • Ability to manage simple projects with moderate supervision.
  • Ability to grasp new technologies quickly.
  • Flexible to adjust to varying workloads within a fast-paced, complex environment.

Computer/Software/Application Proficiency:                                                   

  • Proficiency in range of operating systems, primarily Microsoft and/or Macintosh.
  • Intermediate to advanced knowledge of Micro Soft Excel, including the use of macros, and advanced Excel functions.
  • Working knowledge of SaleForce.com or equivalent CRM tool.
  • Working level working knowledge of networking, printer drivers, proxies, firewalls, etc.
  • Working knowledge of web services, SQL, CSV, XLS, XML ODBC, and basic database queries.

Travel Requirements:

  • Approximately 15%.

 

EOE/M/F/Vet/Disability

 

 

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