Associate Technical Account Manager

Associate Technical Account Manager

Raleigh, NC

The Associate Technical Account Manager is responsible for configuring new clients with the Yardi Procure-to-Pay (P2P) solution, with a strong focus on expertise of the PAYscan product (Invoice Processing solution). This will involve frequent on-site visits to customers for live training, as well as remote trainings for large groups of users. The Associate Technical Account Manager will be responsible for the overall success of the client deployment of this portion of the P2P solution. In addition, the role will involve working closely with other members of the P2P team to ensure a smooth and efficient P2P deployment.

PRIMARY RESPONSIBILTIES

  • Participate in client deployment meetings supporting business workflow definitions, vendor deployment planning, and training planning.
  • Manage/Coordinate scheduled tasks with clients to support deployment of software solution.
  • Track activity and time for billing purposes.
  • Troubleshoot issues with the program and create detailed requests for development solutions.
  • Resolves application and environmental support requests involving the Yardi PAYscan, in a dynamic and creative environment, by assisting clients via telephone with daily technical support needs including, but not limited to, Yardi applications, SQL and Oracle databases, Web-Servers, Networks, and Citrix configurations.
  • Resolves clients’ requests by gathering pertinent data; identifying and evaluating options; recommending a course of action; and /or passing the information along to the appropriate team.
  • Maximizes use of Yardi PAYscan by training users, interpreting instructions and answering questions.
  • Maintains professional and technical knowledge by attending educational workshops and reviewing professional publications.
  • Maintains client confidence and protects operations by keeping information confidential.
  • Attend Yardi conferences and client on-sites as needed.
  • Provide consultation to management.
  • Represent the company in handling complaints and resolving grievances.
  • Support sales team with client communication.

EDUCATION/ESSENTIAL SKILLS/ EXPERIENCE

Required:

  • College degree, in Computer Science or Accounting preferred, or a minimum of 2 years of relevant support experience with increased responsibility.
  • Work familiarity with SQL and relational databases.
  • Demonstrated successful trouble shooting skills.
  • Exemplify professionalism and a commitment to client satisfaction.
  • Experience in three of the following areas: Property Management, Accounting, Microsoft Windows, Technical Support, SQL Language, HTML/ASP.
  • Team oriented individual.
  • Determination and self- motivation.
  • Excellent organizational skills.
  • Ability to prioritize and work in a fast paced environment with multiple tasks.
  • Excellent communication skills, written and verbal.
  • Regular attendance and a regular work schedule is an essential function of this job.
  • Experience and confidence in conducting webinars/live trainings.
  • Ability to train large number of individuals on applications in-person and via webinar.
  • Very competent Excel proficiency.
  • Experience with Microsoft products – Word, PowerPoint, OneNote and Outlook.
  • AP process knowledge – specifically PO, GL and AP.
  • Strong time management skills.
  • High degree of comfort with using technology and systems to present to vendors, clients, and colleagues.
  • Ability to work/communicate with all levels of contacts across Yardi, clients, and vendors.
  • Ability to complete tasks and projects within short deadlines.
  • Proven capability to execute on multiple projects simultaneously.
  • High degree of comfort with using technology and systems to present to vendors, clients, and colleagues.

Preferred:

  • Familiarity with identifying and solving technological bugs
  • Yardi Voyager experience
  • Property Management and/or Accounting experience
  • Invoicing or AP process experience
  • CRM experience is a plus
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Location

Raleigh, NC

Business Unit
P2P
Department
Client Services
Employment Type
Employee- Full Time