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Senior Technical Account Manager
DeputyUnited KingdomFull Time1d
Job Summary
At Deputy, we empower businesses to create thriving workplaces by providing innovative workforce management solutions. As a Senior Technical Account Manager, you will work closely with customers to understand their technical needs and provide creative solutions using our platform. You will collaborate with cross-functional teams to resolve technical issues, automate workflows, and drive long-term solutions for customers. With flexible remote work options and employee perks like free happy hours and private health insurance, Deputy offers a collaborative and inclusive work environment. Join us in making an impact where it matters most! Our team values diversity and inclusiveness, and we welcome individuals from various cultures and perspectives to join our global team. As part of our Customer Success team, you will have the opportunity to shape the future of workforce management and contribute to groundbreaking projects. With Deputy's tools used by over 1.5 million workers and 375,000 workplaces across 100+ countries, you will be working with a leading SaaS company that is improving the world of work, one shift at a time.
Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.
At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce: hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.
If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!
The Team: Our Customer Success team is passionate, creative, and customer-centric. We help advise and guide a wide variety of global customers from industries like retail to food & beverage to retail and many more. Our key focus is empowering customers to leverage Deputy’s tools to achieve strategic outcomes and help them grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.
The Role: A Senior Technical Account Manager (TAM) proactively works alongside the Customer Success team to support the growth and expansion of Deputy products with our strategic and CSM managed customers. TAM’s utilize their technical acumen and customer-facing skills to effectively help plan and provide solutions that improve the value and usability of Deputy for our customers. This role is a major part of our post-sales process and will demonstrate success through the retention of customers.
Key Responsibilities
- Drive ongoing proactive technical consultation with key customers to support growth, satisfaction, utilization, and retention.
- Be a technical advisor with your customers by understanding their business/operational needs and technical challenges, and help them achieve the greatest value from the Deputy platform.
- Proactively conceptualize creative solutions to meet customers’ demands and partner collaboratively with our Success, Support, Delivery services, Product, and Engineering teams, plus Partners to facilitate the creation of the customer’s needs within the product globally
- Facilitate the resolution of technical issues and translate these issues for support or engineering to help resolve quickly (diagnosis, document, etc.)
- Institutionalize customer accounts by automating manual workflows, simplifying planning frameworks, and driving long-term solutions for customers.
- Be the voice of the customer and act as a technical liaison by documenting and providing ongoing feedback to educate internal technical teams on customer needs and challenges.
Qualifications
- 5+ years of experience in a TAM role or similar role responsibilities
- Software development and architecture experience is desirable
- Project management experience and skills is highly desirable
- Ability to analyse & interpret business requirements and customer interactions to anticipate and guide client needs
- Confident with technical workflows around APIs, SFTP files and endpoints, and sync solutions
- Confident in designing visual solutions and project documentation and presenting to all stakeholders both technical and non technical
- Comfortable working cross-functionally with implementation, support, and engineering teams
Employee Perks
- Highly collaborative working environment
- Flexible co-working space in central London at Uncommon Liverpool St
- Free happy hours, afternoon tea, networking, and professional events
- Employee stock ownership from Day 1
- Employee pension matching programme
- Private health and dental insurance
- Paid parental leave to support you and your family
- Flexible holiday time, including 2 celebration days per year for those special moments
- Work from home stipend to help you get set up and succeed from home
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
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