Description

DocuPhase is developing advanced technologies for the complete paperless enterprise.  Products include image scanning and processing, recognition, workflow, data exchange and many web and desktop based programs for automating business processes. The ideal candidate will be energetic with an aptitude and eagerness to be the voice of the client.

The Technical Account Manager (TAM) acts as a liaison between DocuPhase and the client.  They are responsible for establishing relationships with our clients to ensure satisfaction and return on investment through regular check-ins.  We want to drive relationships at many levels of the organization in order for DocuPhase to provide positive change.  The TAM would also identify, ingest, and relay the needs of the client from configuration changes to product changes and/or enhancements to the appropriate internal team.

Responsibilities

• Be the customer advocate by managing and enhancing customer relationships and escalations (both reactive and proactive) by acting as the liaison into DocuPhase
• Understand the client’s plans for the DocuPhase suite and follow-up on a regular interval
• Be a change agent by communicating the case for change and helping the customer realize the increased business impact of wholly adopting the platform and embracing the benefits of new releases
• Understand and offer suggestions to solve/fulfill the customer’s relevant challenges, risks, and needs while acting as a source of best practices
• Identify additional process improvement projects within established customers in both areas already implemented and other areas of the business
• Conduct preliminary process analysis when opportunities are identified through client feedback and observation
• Facilitate participation in the DocuPhase Beta programs
• Serve as a contact point for high severity product issues
• Maintain high-level technical knowledge of the DocuPhase suite and the future enhancements and how they will benefit the clients
• Provide clear and constructive product feedback to Product Management and senior leadership based on customer use cases, struggles, and requirements
• Remain up-to-date with internal software lifecycle plans to ensure customer knowledge of upgrade paths and end of life planning
• Assist Director of Product Management in performing structured client interviews to determine how certain features will affect the users and contribute to projecting the product roadmap

Position Requirements

• 2+ years in client management of software implementations
• Dedication to providing concierge-level customer support and response resulting in loyal, satisfied customers
• Demonstrated ability and experience in customer-facing positions as a technology consultant and client advocate
• Business acumen and problem-solving skills that will allow him/her to influence change at all levels
• Can work effectively independently and in a team
• Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-levels
• Ability to explain technical concepts to a variety of audiences
• Applicant will work out of our Clearwater office but should be willing to travel up to 50%.

Optional Skills

• Experience with SQL Management studio and navigating SQL databases
• Experience with Java Scripting