Technical Account Manager-Santa Fe, NM

Job Title : Technical Account Manager

Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.

Job Location : Santa Fe, New Mexico 87507

Onsite Requirements :

• SaaS application support experience
• SQL Server experience
• Strong and proven track record of successfully managing customer relationships and technical projects in a customer-facing / technical support role

Job Description :

Daily Job Functions :

• Your goal is to provide excellent technical support for SaaS products daily to the end users, making sure their expectations are exceeded.
• You collaborate daily with both external customers and internal employees for smooth resolution to issues.
• You have high availability and will assist customers if any issues occur outside of normal business hours.
• You document any processes or issues, and provide feedback or suggestions to the internal team for improvements.
• Manage any requested projects or assignments involving your customers, acting as liaison between the client and the customer.
• Work with the agency through change management processes to effectively adopt company's software.
• Fulfill agency configuration requests using Form Builder / JSON, SQL Server, and Microsoft Power BI.
• Troubleshoot agency issues and work with engineering and product teams through resolution.
• Spend up to 4 days on site per week with customers resolving issues & answering questions related to client's mission-critical products.

What You Bring :

• Bachelor's degree in business administration or related field OR 4+ years of relative experience.
• Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights.
• Experience building views, writing & optimizing queries, and creating reports in SQL Server.
• Strong and proven track record of successfully managing customer relationships and technical projects in a customer-facing / technical support role.
• Ability to do reverse engineering, searching logs, and root cause analysis.
• Advanced experience with Microsoft Windows OS, Microsoft Networking, and Active Directory.
• Understanding of SaaS, Cloud providers / solutions, Virtualization, Storage.
• Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies.
• Basic knowledge of computer hardware, operating systems, and storage devices.
• Ability to effectively communicate with various people including customers, colleagues, and across departments.
• Experience using Splunk, JIRA, and / or Salesforce is preferred.
• Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is a plus.
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This client is a US Federal Government contractor and is legally required to hire.

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