Technical Account Manager - San Francisco, United States - Fluxx

Description

Fluxx is looking for a highly skilled and motivated Technical Account Manager (TAM) to join the Customer Experience team. The Technical Account Manager will serve as a key liaison between our customers and internal technical teams, ensuring seamless communication and delivering exceptional service. This role requires a deep understanding of our product offerings, excellent interpersonal skills, and a strong technical background to effectively support our customers' needs.

We are looking for people who are curious, tenacious, intellectually honest, and have a bias toward action. We welcome diverse perspectives and encourage you to apply if you think you can bring value to our team––even if your experience doesn't perfectly match the job description.

This is a full time exempt and remote position. Candidates must be located in the United States.

About Fluxx:

At Fluxx our mission is to be the leading collaborative grantmaking platform in our global communities.

We believe in building technology that drives positive impact in our world. Our platform helps foundations and agencies streamline the grantmaking process, making it easier to get funding to those that need it to support their mission. We are driven to help facilitate change through our solutions that automate grantmaking for organizations all over the world. Over the past decade, Fluxx has built a diverse and engaged community of 350+ grantmakers who work with over 150,000 foundations, government agencies and nonprofits worldwide. Through Fluxx, they have issued over $15B in grants in the past year alone.

How you will make an impact/What you will do:

• Build and maintain strong relationships with assigned customer accounts, acting as their primary point of contact for technical inquiries, issue resolution, and strategic guidance.
• Collaborate closely with cross-functional teams, including Customer Onboarding, Customer Success, Engineering, Product, and Support, to ensure customer needs are met and exceeded.
• Provide technical expertise and guidance to customers on product implementation, customization, and optimization to maximize their use of our solutions.
• Conduct regular check-ins and reviews with customers to assess satisfaction, gather feedback, and identify opportunities for improvement as well as upselling or expanding services.
• Proactively identify potential issues or challenges and develop strategies to address them before they impact the customer's experience.
• Analyze high priority incidents, with a focus on identifying root causes, and manage priority and processing of those incidents with Engineering and Support teams.
• Serve as an advocate for customers within the company, communicating their needs, challenges, and feedback to relevant internal stakeholders.

What you bring to the team/ About you:

• Proven experience in a technical account management, customer success, or similar role within the SaaS industry.
• Strong understanding of SaaS products, cloud technologies, APIs, and software integrations coupled with a knowledge of the software delivery lifecycle.
• Exceptional communication, negotiation, and presentation skills with the exceptional skill of converting technical jargon into understandable language for clients.
• Analyze and understand business processes and challenges, translating them into effective technical solutions within our product through configuration, where possible
• Ability to manage multiple client accounts simultaneously while maintaining high levels of customer satisfaction.
• Strong problem-solving skills with a proven ability to apply technical expertise in diagnosing and resolving complex issues in a fast-paced, dynamic environment.
• Experience working with CRM software and project management tools is preferred.

Salary:

Fluxx is hiring for a level 2 and a level 3 Technical Account Manager

The expected annual base salary range across these two levels is $75,000 - $125,000.

The successful candidate's starting salary will be determined based on, but not limited to (a) location; (b) individual candidate skills and qualifications; (c) individual candidate experience; and (d) level hired for.

Fluxx is committed to fair and equitable compensation practices. We take a market-based approach to pay which may vary depending on your location. Locations are categorized into one of three zones based on a cost of labor index for that geographic location and our compensation philosophy.

Benefits:

Fluxx offers the following benefits for the position subject to applicable eligibility requirements: Medical, dental, and vision insurance; Flexible time off; Paid sick leave; 12 weeks of fully-paid parental leave; Annual learning and development stipend; Internet stipend; One-time home office set-up stipend; 401(k) retirement plan with company match. This position is also eligible for incentive stock options, subject to the terms of Fluxx's applicable stock plans.

More About Fluxx:

We are a people-first and inclusive workplace committed to continuous learning. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.