Technical Account Manager

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

A Technical Account Manager serves as a bridge between a company and its clients, focusing on enhancing the technical relationships and ensuring that clients receive top-tier support and service. This role involves understanding client needs, providing tailored solutions, and ensuring the successful deployment of products and services. Additionally, Technical Account Managers collaborate with internal teams to resolve technical issues, offer strategic guidance, and drive customer satisfaction and loyalty. Their deep technical knowledge and interpersonal skills enable them to manage client accounts effectively, fostering long-term partnerships and driving business growth.

- Bachelor's degree in Computer Science, Information Technology, or related field
- Proven experience as a Technical Account Manager, IT Support, or similar role
- Strong understanding of software and hardware systems
- Excellent troubleshooting and problem-solving skills
- Experience with project management and client relationship management
- Proficiency in technical documentation and reporting
- Strong verbal and written communication skills
- Ability to conduct technical training sessions for clients
- Familiarity with industry-standard tools and technologies
- Ability to manage multiple projects and priorities simultaneously
- Strong analytical skills with the ability to monitor and optimize system performance
- Experience with configuration and integration of software and hardware solutions
- Ability to work collaboratively with cross-functional internal teams
- Knowledge of service level agreements (SLAs) and performance metrics
- Proven ability to build and maintain strong client relationships
- Up-to-date knowledge of industry trends and emerging technologies
- Strong organizational and time-management skills
- Willingness to stay current with product updates and advancements
- Ability to travel occasionally for client meetings and onsite support
- Excellent customer service orientation

- Serve as the primary technical liaison for assigned clients.
- Conduct regular client meetings to assess technical needs and goals.
- Provide technical support for software and hardware issues.
- Collaborate with clients on project planning and execution.
- Maintain documentation of client interactions and technical resolutions.
- Conduct technical training sessions for clients.
- Identify and resolve potential technical problems preemptively.
- Communicate client feedback to internal teams for product improvements.
- Monitor system performance and provide optimization recommendations.
- Assist clients with software and hardware configuration and integration.
- Ensure adherence to service level agreements (SLAs).
- Deliver progress reports and performance metrics to clients and stakeholders.
- Manage multiple client projects and support cases concurrently.
- Stay updated on industry trends and product developments.
- Facilitate onboarding processes, including training and setup for new clients.
- Develop and implement client-specific technical strategies.
- Build and maintain strong client relationships to ensure satisfaction and retention.

The ideal candidate for the Technical Account Manager role will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, coupled with extensive experience in technical account management, IT support, or a similar capacity. They will demonstrate a robust understanding of both software and hardware systems, showcasing exceptional troubleshooting and problem-solving skills. Equipped with proven project management and client relationship management capabilities, they will bring proficiency in technical documentation and reporting. This individual will have excellent communication skills, both verbal and written, and a proven ability to conduct technical training sessions effectively. Moreover, the ideal candidate will be adept in using industry-standard tools and technologies and able to manage multiple projects and priorities concurrently. Their strong analytical skills will enable them to monitor and optimize system performance. They will be familiar with configuring and integrating software and hardware solutions and possess an up-to-date knowledge of industry trends and emerging technologies. This person will exhibit strong organizational and time-management skills, maintain a customer-oriented mindset with a passion for delivering outstanding support, and demonstrate a high level of reliability and integrity. They will thrive in a collaborative environment, working with cross-functional teams, and exhibit excellent customer service orientation. Additionally, they will be adaptable, proactive, and solution-oriented, with an empathetic and patient demeanor, particularly in stressful situations. This candidate will have a strategic mindset, aligning technical solutions with business objectives, and demonstrate strong presentation and technical training skills. They will have a creative and innovative approach to problem-solving, a results-driven and goal-oriented attitude, and a commitment to continuous learning and professional development.

- Serve as the primary technical point of contact for assigned clients.
- Conduct regular check-in calls and meetings with clients to understand their needs and goals.
- Provide technical support and troubleshooting for software and hardware issues.
- Collaborate with clients to plan and implement new projects and system upgrades.
- Create and maintain detailed documentation of client interactions, technical issues, and solutions.
- Develop and present technical training sessions for clients to ensure they are maximizing the use of products and services.
- Proactively identify and resolve potential technical issues before they impact clients.
- Work closely with internal teams, such as Engineering and Product Development, to provide client feedback and influence product improvements.
- Monitor and analyze system performance and usage data to provide recommendations for optimization.
- Assist clients with the configuration and integration of software and hardware solutions.
- Ensure that service level agreements (SLAs) are met and that clients are satisfied with the level of technical support provided.
- Prepare and deliver progress reports and performance metrics to clients and internal stakeholders.
- Manage and prioritize multiple client projects and technical support cases simultaneously.
- Stay current with industry trends, emerging technologies, and product updates to provide informed support and recommendations.
- Facilitate smooth onboarding processes for new clients, including training and setup assistance.
- Assist in the development and execution of client-specific strategies to meet their technical and business objectives.
- Cultivate strong relationships with clients to encourage long-term partnerships and satisfaction.

- Strong technical aptitude and ability to quickly learn new technologies
- Exceptional problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Customer-oriented mindset with a passion for delivering outstanding support
- Ability to work independently and within a team
- Strong organizational and multitasking abilities
- Proactive and solution-oriented approach
- High level of adaptability and flexibility in a rapidly changing environment
- Strong attention to detail and thoroughness
- Empathetic and patient demeanor, especially in stressful situations
- Ability to build and nurture long-term client relationships
- Cross-functional collaboration skills
- Strong time management and prioritization skills
- Enthusiasm for continuous learning and professional development
- Demonstrated initiative and ownership of tasks and projects
- Ability to think strategically and align technical solutions with business objectives
- Strong presentation and technical training skills
- Creative thinker with the ability to propose innovative solutions
- Results-driven and goal-oriented attitude
- High level of reliability and integrity

- Competitive salary range: $85,000 - $120,000, depending on experience
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Generous paid time off (PTO) and holiday schedule
- Flexible work hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement programs
- Employee wellness programs and resources
- Access to cutting-edge technology and tools
- Collaborative and inclusive company culture
- Opportunities for advancement and career growth
- Company-sponsored events and team-building activities
- Paid parental leave
- Travel reimbursement for client meetings and onsite support
- Performance-based bonuses and incentives
- Employee recognition and rewards program
- Stock options or equity participation plan
- Relocation assistance if applicable
- Access to industry conferences and networking events