Stamps.com

  • Associate Technical Account Manager

    Category
    Sales
    Location
    US-CA-Sunnyvale
  • Overview

    Our Business Services team is responsible for presales 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.

    The Associate Technical Account Manager (ATAM) 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.

     

    Company Perks:

    Competitive pay, 401k with company match, Medical, Dental and Vision Insurance, Employee Stock Purchase Plan, Educational Reimbursement, Commuter benefits, Discount programs, Inventor patent bonuses

     

    Stamps Company Overview:

    Stamps.com (NASDAQ: STMP) is the leading provider of postage online and shipping softwaresolutions to nearly 750 thousand customers, including consumers, small businesses, e-commerce shippers, enterprises, and high volume shippers. Stamps.com offers solutions that help businesses run their shipping operations more smoothly and function more successfully under the brand names Stamps.comEndicia®, ShipStation®, ShippingEasy® and ShipWorks®. Stamps.com’s family of brands provides seamless access to mailing and shipping services through integrations with more than 475 unique partner applications.

    Responsibilities

    Additional Positon Duties:

    • Sit for prolonged periods of time
    • Utilize wrist and hands for a prolonged period of time
    • Walk short distances
    • Stand for short periods
    • Speaking and conversing with others
    • Lift up to 25lbs without assistance up to chest height

    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:

    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 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.
    • 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.
    • 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:                                                                  

    • AA/AS in technical field or equivalent experience.
    • Bachelor’s degree preferred.
    • Two (2) years’ experience in implementing software integration solutions.
    • 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.
    • 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.
    • Working knowledge of Microsoft Excel.
    • 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:

    • 10%

    EOE/M/F/Vet/Disability

     

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