Associate Technical Account Manager

Associate Technical Account Manager

Cleveland, OH

The Associate Technical Account Manager will design, perform and manage client software implementations, provide end-user training, customer support, and troubleshoot client issues; document software defects and validate their resolution once corrected by programming. Translate unmet client needs into requirements for possible inclusion into future software releases.

Responsibilities:

  • Key contributor in the implementation and ongoing management of software solutions for Yardi clients, as well as the analysis and resolution of client issues by:

    • Understanding client needs, business requirements, and priorities

    • Proactively owning and driving client implementations

    • Providing support to client inquiries related to complex software application questions and/or issues and ensuring customer expectations are exceeded

    • Determining if client issues are attributed to programming defects, inaccurate data or client business practices

    • Developing solution recommendations based on clients’ business needs in conjunction with the software product roadmap

    • Writing and executing SQL statements to understand and/or resolve data specific issues if necessary

    • Leverage other program tools to implement and support the assigned applications (e.g., import data, request database backups and restores, etc.)

    • Identifying and owning client issues and seeing them through to resolution

    • Providing analysis of customer issues to the development team, including steps to recreate the problem and the desired process outcome

    • Recording application support issues in the issue tracking system

    • Participating in quality assurance testing of resolved issues

  • Articulates and documents unmet clients’ needs for consideration as future software enhancements

  • Assists the product manager with analysis and prioritization of product defects and enhancement requests for scheduling to future software releases

  • Participates in functionality testing of new software features

Requirements:

  • Bachelor’s degree or equivalent work experience

  • Strong customer service skills

  • Strong project management skills

  • Strong analytical and problem-solving abilities

  • Excellent communication skills, written and verbal
  • Attention to detail

  • Self-motivated team player

  • 3+ years of professional work experience preferred

  • Experience with enterprise-level software: property, financial, and/or CRM systems a plus

  • Proficient in Microsoft Word, Excel and PowerPoint

  • Accounting and/or finance experience preferred

  • Ability to define, write and execute SQL statements a plus


Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


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Location

Cleveland, OH

Business Unit
Global Solutions
Department
Consulting Practices
Employment Type
Employee- Full Time