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 client 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
  • Excellent English communication skills, written and verbal
  • 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
*lw
Login to apply
Location

Cleveland, OH

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