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- Tasks: Be the go-to tech guru for enterprise clients, solving their challenges and enhancing their experience.
- Company: Join Phenom, an innovative HR tech unicorn transforming how people find work globally.
- Benefits: Enjoy a dynamic work environment with opportunities for growth, remote options, and corporate perks.
- Why this job: Make a real impact by helping clients optimise their HR tech solutions while developing your expertise.
- Qualifications: Bachelor's degree or equivalent experience; 3+ years in technical support or client-facing roles required.
- Other info: Diversity is key at Phenom; we celebrate unique perspectives and strive for an inclusive workplace.
The predicted salary is between 36000 - 60000 £ per year.
Job Requirements
Our purpose is to help a billion people find the right work! Phenom is an AI-powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity are within our DNA. Come help us make every talent moment Phenomenal!
TSAMs serve as frontline technical resources for Phenom customers. They deliver value by solving complex technical customer problems, providing proactive support advice, and contributing to product quality and enhancements. From problem identification to full resolution, TSAMs own and manage thecustomer experience, collaborating with subject matter experts, Engineering (Product Groups), and Management as needed. TSAMs provide technical expertise and are excellent communicators and service oriented professionals. As a TSAM, you will be given the opportunity to become a subject matter expert in multiple Phenom product areas and help Phenom offer best in class customer service.
What You\’ll Do
- Serve as the main technical point of contact for a portfolio of enterprise-level clients, understanding their unique needs and challenges.
- Build and nurture strong relationships with key stakeholders, acting as a trusted advisor and advocate for clients within our organization.
- Provide expert-leveltechnical support,troubleshooting, and issue resolution to ensure smooth and effective usage of our HRtechnology solutions.
- Collaborate closely with cross-functional teams including Sales, Product Development, and Implementation to address client issues and provide feedback for product enhancements.
- Conduct comprehensive onboarding and training sessions for clients, ensuring they have a deep understanding of our products and how to maximize their benefits.
- Monitor product performance and usage data, proactively identifying opportunities for clients to optimize their technical platform to achieve their business objectives.
- Regularly analyze client feedback and provide recommendations to improve our products and services based on client needs.
- Identify and notify the Sales team about potential upsell opportunities to expand the adoption of our solutions within existing accounts.
- Act as a crisis manager, effectively coordinating with technical teams to resolve urgent client issues and minimize downtime.
- Stay current with industry trends, emerging technologies, and competitive landscape to enhance your technical expertise and provide value to clients.
What You\’ve Done
- Bachelor\’s degree in a related field or equivalent work experience.Advanced degree preferred.
- Proven experience (3+ years) in aTechnical Support Managementor similar client-facing role.
- Strong technical acumen with a deep understanding of HRtechnology solutions, integrations, andSaaSplatforms.
- Strong understanding ofrelational databases, nonrelational databases(MongoDB),HTML,Kibana,AWS. Deep understanding ofJavabased application,SaaSsoftware and administration, includingtroubleshootingexperience with Web based applications.
- Exceptional interpersonal and communication skills, with the ability to convey complex technical information to non-technical audiences.
- Ability to collaborate effectively across cross-functional teams and manage multiple client accounts simultaneously.
- Problem-solving mindset, with a proactive approach to identifying and resolving client challenges.
- Strong analytical skills, with the ability to analyze data, trends, andperformance metricsto provide insights and recommendations.
- Willingness to travel (25% of the time) for client meetings, conferences, and industry events as required.
- Business Level Europen Language skill (French, Spanish,Germanetc) is a big plus
Diversity, Equity, & Inclusion
Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.
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Title : Technical Support Account Manager employer: Phenom People Inc.
Contact Detail:
Phenom People Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Title : Technical Support Account Manager
✨Tip Number 1
Familiarise yourself with Phenom's products and services. Understanding the specific HR technology solutions they offer will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Phenom on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss your experience with technical support and client management. Be ready to share specific examples of how you've resolved complex issues and built strong relationships with clients in previous roles.
✨Tip Number 4
Stay updated on industry trends and emerging technologies related to HR tech. Being knowledgeable about the competitive landscape will allow you to speak confidently about how you can contribute to Phenom's success.
We think you need these skills to ace Title : Technical Support Account Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and client-facing roles. Emphasise your understanding of HR technology solutions and any specific tools mentioned in the job description, such as AWS or MongoDB.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping clients and solving technical problems. Mention specific examples from your past experience that demonstrate your ability to manage client relationships and provide exceptional support.
Showcase Your Technical Skills: Clearly outline your technical skills in your application. Include your familiarity with SaaS platforms, relational databases, and any programming languages or tools that are relevant to the role, such as Java or HTML.
Highlight Communication Abilities: Since the role requires excellent communication skills, provide examples of how you've successfully conveyed complex technical information to non-technical audiences. This could be through training sessions, presentations, or written documentation.
How to prepare for a job interview at Phenom People Inc.
✨Understand the Product
Before your interview, make sure you have a solid understanding of Phenom's HR technology solutions. Familiarise yourself with their features and benefits, as well as any recent updates or innovations. This will help you demonstrate your technical acumen and show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples from your past experience where you've successfully resolved complex technical issues. Highlight your proactive approach and how you collaborated with cross-functional teams to achieve positive outcomes for clients.
✨Communicate Clearly
As a Technical Support Account Manager, you'll need to convey complex information to non-technical audiences. Practice explaining technical concepts in simple terms, and be ready to demonstrate your exceptional interpersonal skills during the interview.
✨Research Industry Trends
Stay updated on the latest trends in HR technology and SaaS platforms. Being knowledgeable about emerging technologies and competitive landscapes will not only impress your interviewers but also show that you're committed to providing value to clients.
