Associate Technical Account Manager

Associate Technical Account Manager

Cleveland, OH

The Associate Technical Account Manager will design and drive 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:

  • Proactively owning and driving client implementations
  • Understanding client needs, business requirements, and priorities
  • Providing business process consulting to clients
  • Developing software configuration recommendations based on clients’ business needs
  • Performing client user training
  • Providing support to client inquiries related to complex software application questions
  • Writing and executing SQL statements to understand and/or resolve data specific issues
  • 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 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 in a technical discipline or equivalent work experience

• Experience setting and managing client expectations

• Strong customer service and relationship building skills

• Ability to define, write, and execute SQL statements

• Strong project management skills

• Strong analytical and problem-solving abilities

• Attention to detail

• Proficient in Microsoft Office Suite and Outlook

• Self-motivated team player

• 3+ years of experience

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

• Regular attendance and a regular work schedule is an essential function of this job


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Location

Cleveland, OH

Business Unit
Global Solutions
Department
Client Services
Employment Type
Employee- Full Time