Overview: The Services Operations team at PowerPlan lives at the intersection of development, implementation, and customer success where we drive standards and structure to provide a consistent, positive experience for our customers. We are looking for a Technical Account Manager that will be accountable for building a customer focused strategy aimed towards ensuring technical stability, maintenance plans, project, and support success. This person will also serve as the voice of the customer within the organization and ensure that they maintain direct lines to product experts and foster a feature and usage feedback loop with our respective Product and Support teams. In addition, this role will work with the rest of our Services Operations team in ensuring that we are upholding the proper change management protocols as defined by internal processes and procedures.
Responsibilities:

• Actively engage with customers: In conjunction with Customer Success and Sales to increase customer awareness of PowerPlan’s product features and guide them through transformational events like professional services engagements and technical maintenance. Create technical roadmap with customer to ensure smooth maintenance events and adoption of the latest technical architecture.
• Serve as a liaison between our internal teams and clients: Act as the single point of contact and lead change initiatives with customers environment for PowerPlan driven, customer driven, or third party driven updates. Provide guidance to customers and our teams internally on best practice change management processes, ways to utilize deployment tools, and ensure security and compliance are maintained.
• Ensure Compliance of Client Entitlements: Own entitlement management processes for adoption, expansion and deprecation of client services offerings. Run quarterly compliance reports across assigned client entitlements and support Sales and Legal in truing up gaps. Publish and maintain client release calendar for all assigned clients and coordinate communication through respective teams.

Qualifications: Required

• Bachelors in Computer Science, Information Technology, Engineering, or experience in a related subject matter field (Tax, Accounting, Budgeting)
• 4+ years of experience with software and Customer support
• Excellent communication skills with the ability to conduct trainings and exercises
• Ability to collaborate and work as part of a team
• Understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols
• Demonstrated ability to solve complex problems and possess high level of technical skills
• Ability to work alternate shift schedules and 24x7 on-call schedule, as needed
• Must be authorized to work in the US or Canada

Preferred

• Knowledge of ERP implementations and financial accounting processes (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Project Accounting, Close, Budget)
• Knowledge and experience with developing complex SQL queries
• Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software
• Prior experience working with customers to drive value and adoption of features and functionality

KEY COMPETENCIES

Competencies are specific behaviors that relate to a set of skills and abilities that are critical for employees to be successful in their position. The key competencies for Managers are as follows:

• *

Accountability*: Take responsibility and be accountable for own actions; drives assigned tasks to completion or engages others appropriately. Be alert to risks that might impact the completion of an activity and escalate these when identified. Provides timely updates for projects/tasks without being asked.

• Critical Thinking: Research and analyze information and make recommendations based on relevant evidence. Asks appropriate questions on an issue to identify the area to be fixed.
• Customer Skills: Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.

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Job Type: Full-time

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