04 Sep, 2021

Technical Account Manager - Work From Anywhere in Australia

  • Admin
  • Remote
Full time Call Centre-Customer Service Marketing Sales

Job Description

Datarati was founded in 2009 as one the first Salesforce partners in the Asia-Pacific region and is a member of the Salesforce global partner advisory board. We are a selected strategic partner for organisations looking to digitally transform their customer experiences. We help them do this by providing a dedicated team of passionate industry specialists who provide strategic consulting and advice, technical implementation and campaign management services. Datarati was the first partner globally to launch a dedicated digital marketing bootcamp and graduate program with a number of Asia-Pacific’s top universities to help customers access a future generation of trained and highly skilled resources. Datarati is an employee centric company that was founded on a set of core values which shape our vision, align our team culture and reflect our shared beliefs. We believe in using data to predict what a customer is likely to do next and then using automation to deliver a personalised customer experience.

 

Customer Experience (CX) Team: a bit about the team

The Customer Experience (CX) team is at the forefront of the entire Marketing Automation technology landscape specifically in relation to Salesforce Marketing Cloud. This collaborative team works closely with the Technology and Delivery Teams to drive the Strategy and Growth within the customer’s account. The CX team is responsible for running the customer journey workshops, building customer roadmaps, gathering business requirements, documenting scopes of work, managing the customer relationship and delivering proactive consulting and ideas to improve the customer experience.

 

Your Responsibilities: a bit about you

A Technical Account Manager at Datarati plays an important role in developing strategy and growth vision for the customers account, sometimes in conjunction with the Digital Transformation Consultant / Manager or Head of Customer Experience. You will be responsible for building and maintaining strong relationships with customers and key personnel to ensure a high Net Promoter Score (NPS) at all times. This role collaborates with the Sales Team, Technical Team, Delivery Team and Operations Team. Meeting with management-level and user-level customer contacts, the Technical Account Manager must be able to easily adapt to each type of conversation, whether it’s strategic and high-level, or highly detailed and technical.

 

As a Technical Account Manager, you will be the Account Management lead and first escalation point on the customer account. You will be accountable for the health of the customer account and will nurture, grow, and retain the customer.  In some instances this maybe solely run an account by yourself, in others working in conjunction with the Digital Transformation Consultant / Manager or Head of Customer Experience.

 

Minimum Requirement: the nitty-gritty…

  • Account Health: Overall growth and development of customer accounts by maintaining a high Net Promoter Score (NPS) and meeting profit goals on each account. Proactively source new opportunities and elicit the business requirements for new campaigns/journeys and/or projects.
  • Strategy: Use the Datarati Dimensions workshop methodology to build the customer experience vision, align corporate and marketing objectives and map out and prioritise future state customer journeys. Present back a 12 month roadmap of journeys and align this roadmap with the Salesforce Account Executive.
  • Solution Design: Work closely with business stakeholders and technical resources to uncover technical challenges and goals relating to digital marketing. Develop a solution and roadmap for the success of the customer together with the Solution Architect and the Business Analyst.
  • Test: Any solution delivered to the client is the responsibility of the Technical Account Manager, hence they will be accountable for approving the solution before presenting to customer.
  • Live on the Bleeding Edge: Stay up-to-date on product development and roadmap, industry trends, and industry news and provide these insights on a regular basis to customers. The highly respected role of the Technical Account Manager is seen as a direct point of contact for customers and generally focuses on the following key areas:

 

Preferred Skills and Experience: it’d be great if...

  • Senior Account Management and consulting sales background
  • Understanding of digital marketing, marketing automation and CRM best practices
  • Experience in business requirements gathering and preparing scopes of work
  • Experience Storytelling, Storyboarding, and Customer Journey Mapping
  • Experience with presentation software including PowerPoint and Keynote
  • Pitching ideas, presenting to internal/external stakeholders
  • A passion for solving problems
  • 3+ years relevant work experience


What you'll bring

  • Passion for digital transformation and customer experience.
  • Desire to create meaningful and impactful work that directly resonates with the audience.
  • Ability to work in a fast-paced environment, multi-task and manage multiple projects at once.
  • Excellent written and verbal communication skills.
  • Good presentation skills and confidence when dealing with various stakeholders.
  • Able to work independently and as part of a team with a can-do attitude.
  • Highly organised with attention to detail, resilience and determination to achieve desired results.
  • Ability to gain swift overview of situations and prioritise required actions.
  • Diplomacy and ability to deal with people at all levels.
  • Ability to manage many projects at one time.
  • Be curious.

Remote Status

100% Remote | Work From Home

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