Technical Account Manager

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November 25

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Fortive

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Enterprise • Healthcare Insurance

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

10,000+ employees

Founded 2016

🏢 Enterprise

⚕️ Healthcare Insurance

💰 Post-IPO Equity on 2020-03

📋 Description

• Manage a portfolio of high-value customers, building trusted, strategic advisor relationships while ensuring the ongoing health, satisfaction, and success of each account. • Proactively evaluate and identify opportunities to improve processes and systems that enhance the customer experience and maximize solution value. • Collaborate cross-functionally with Sales and Customer Success teams to deliver a seamless and comprehensive account management experience for high-value customers. • Partner with Support and Services teams to ensure technical requests and issues are prioritized, escalated, and resolved in a timely and efficient manner. • Monitor customer health and support metrics, creating actionable plans to address risks and improve retention. • Serve as a technical point of contact, addressing customer requests and concerns directly where possible, and coordinating with internal resources for additional support when needed. • Develop and maintain a deep understanding of the product, including features, applications, and integrations, to provide informed technical guidance to customers. • Gain a thorough understanding of each assigned customer’s account history, software configurations, and integrations to provide tailored technical support and advice. • Participate in advanced technical triage meetings, presenting customer-specific challenges and contributing expertise to ongoing investigations. • Translate customer problems and requests into actionable technical requirements for internal teams, and communicate technical solutions back to customers in clear, customer-friendly terms. • Coordinate across departments to ensure customer inputs are addressed by the appropriate teams and requirements are met effectively. • Attend customer executive business reviews, providing insights into technical outcomes, solution performance, and future opportunities. • Act as the primary escalation point for technical and engineering issues, ensuring swift resolution, clear communication, and regular status updates to customers. • Leverage Fortive Business System tools to identify and resolve problems, optimize processes, and drive continuous improvement. • Contribute to the ongoing enhancement of the Technical Account Management program by identifying areas for process optimization and implementing best practices.

🎯 Requirements

• Minimum 3 years of experience in the technology industry (preferably SaaS) working in Customer Success, Account Management, Consulting, Technical Support, Project Management or Engagement Management. • Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types. • Strong problem-solving skills with ability to analyze and make an educated decision. • Strong written and verbal skills; including the ability to present technical issues to a non-technical audience. • Intelligent, self-motivated, quick thinking, and fast learning. • Excellent prioritization and organization skills. • Understanding of KanBan, GAMP, SDLC, and Basic Troubleshooting Methodologies. • Understanding of Environmental, Health, Safety or Quality is considered an asset. • Bilingualism is considered an asset. • Understanding of application programming languages (ASP.NET, XML, Java Script), database languages (SQL, T-SQL), transaction tracking (developer tools, New Relic, system tracing), Microsoft office, screen capture, and time tracking tools. • Solid understanding of web-based application architectures. • Knowledge of object-oriented design principles. • Prior experience with CRM and Support applications.

🏖️ Benefits

• Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification