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Job Description
Job Overview:The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.As a Technical Account Manager, you will have a strong technical aptitude and will be responsible for the overall success of your customers. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, REST APIs, JSON, XML, relational databases and networking in our day to day lives. This means a proficiency with programming, scripting languages, and database construction is definitely experience that’s needed to succeed. If your background includes a strong social web interest, that’s a serious plus!Some responsibilities include:
- xe2x80x8bBeing the named technical contact for our marquee and strategic customers that have elected for our Premium support services.
- xe2x80x8bBuilding a trusting relationship with experienced resources to ensure successful long-term engagement with Khoros, driving their adoption, comprehension, and utilization of our product suite.
- xe2x80x8bFacilitating and leading actions with internal teams while maintaining consistent communication with customers as we move their cases toward resolution.
- xe2x80x8bPreparing and delivering operational metrics reporting as part of ongoing status reviews to provide customers with a holistic view of their current and past cases.
- xe2x80x8bWorking with product management, engineering, sales, professional services, customer success, and other teams to ensure customer loyalty and long-term usage of the platform.
- xe2x80x8bParticipating in issue triage and, through your product expertise, assist in resolving customer reported defects and questions. You will perform advanced troubleshooting and log analysis as you collaborate with customers to develop solutions and answer inquiries.
You might be a good fit if you have:
- 2+ years of experience in customer and/or technical support roles, ideally with a focus on web applications and Enterprise Software Solutions.
- 2+ years of experience working with customers, managing relationships and setting customer expectations
- Previous demonstrated experience in a few of the following technical domains:
- HTML CSS, DHTML, JavaScript
- J2EE (Java, JSP, Servlets)
- Relational databases (Oracle, MySQL)
- Networking (TCP/IP, SSL, HTTP, etc.)
- Lucene query syntax and Regular Expressions
- Any 3rd or 4th generation programming language and associated software development tools and processes (version control, AGILE, etc.)
This is a United States-based, remote position; however, at this time we are not able to consider candidates living in the following states: Alaska, Arkansas, Delaware, Hawaii, Idaho, Iowa, Kentucky, Nevada, North Dakota, South Dakota, Tennessee, Vermont, West Virginia and Wyoming.The base salary range for this role is $65,000-$75,000 with a 10% Bonus. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience – talk with your Talent Acquisition Partner to learn more.At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know confidence levels and imposter syndrome can get in the way sometimes. We don’t want either to get in the way of finding awesome candidates!