Technical Account Manager at Softworld Inc

Technical Account Manager

Location: Pekin, IL 61554

Duration: 12 months + (possible conversion)

Softworld, a Kelly Company, is currently recruiting for a Technical Account Manager to work on-site in Pekin, IL providing support for our clients enterprise SaaS software. The ideal candidate will be a customer-facing technical support expert with over two years of experience working with enterprise-level customers. They should possess strong skills in SaaS, cloud solutions, and SQL. The candidate must have excellent interpersonal and problem-solving skills, be detail-oriented, and capable of managing technical projects and customer relationships effectively.

Your Day to Day:

Daily Job Functions:

• Your goal is to provide excellent technical support for our clients RMS and Standards products daily, 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 our clients and the customer
• Work with the agency through change management processes to effectively adopt our client'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 Axon's mission critical products

What You Bring

• Bachelor's degree in business administration or related field OR 4+ yrs 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