Technical Account Manager (Customer Success) - <b>Giving, Community, App, or Church Management System</b>
Job Description
Key Skills Required
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Technical Analysis and Escalation:
- Owning escalations processes to Engineering from Customer Success, and associated communication channels (to Engineering, updating CS teams, etc.).
- Troubleshooting issues related to assigned product area, including reproducing the issue, using backend tools to analyze and/or fix the data, and evaluating the scope of the issue systemwide.
- Serving as the subject matter expert for the product, providing internal support and communicating product changes to Customer Success.
- Maintaining and enhancing the library of technical tools used by Customer Success for technical services and support.
- Coordinating with Technical Services to invoice and schedule requested work.
- Participating in the technical aspects of product releases, customer feedback loop, and product roadmap on behalf of Customer Success, ensuring new solutions meet expectations of the customer and Customer Success, address major needs, and are prioritized accordingly.
Strategic Technical Account Support:
- Providing front-line support to Strategic customers, including taking requests for technical solutions via email, phone, live chat, and video—ensuring issues and requests are resolved in a timely and effective manner.
- Determining the technical validity and feasibility of special requests, and working with Product/Engineering and other members of the technical teams to implement custom solutions.
- Participating in Pre-Sales support as needed, including evaluating the effectiveness of solutions for larger and/or more complex questions/objections during the sales cycle.
Risk Management:
- Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating as appropriate.
- Coordinating with Product, Engineering, and Operations to mitigate immediate issues and validate long-term solutions.
- Providing communication and resources to Customer Success to respond to or resolve issues.
Physical Requirements:
- Regularly required to stand or sit, reach, bend, and move about the facility in a normal office environment with variations in temperature and lighting.
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Pushpay
View Company ProfilePushpay is a leading provider of donor management and church management software, offering a comprehensive platform for faith-based organizations to manage donations, events, and community engagement. With a strong focus on innovation and customer satisfaction, Pushpay has become a trusted partner for churches, cathedrals, and other religious institutions worldwide. The company's mission is to help these organizations streamline their operations, enhance their online presence, and foster a more connected and supportive community. Through its intuitive and user-friendly platform, Pushpay enables churches to efficiently manage donations, track member engagement, and communicate with their congregation. By leveraging the latest technologies and trends, Pushpay is committed to helping faith-based organizations thrive in a rapidly changing world. With its robust features, scalable solutions, and exceptional customer support, Pushpay has established itself as a leader in the church management software industry, empowering organizations to focus on their core mission: serving and inspiring their communities.
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