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SchoolMint // online & mobile school enrollment solns
Sales, Full Time    Lafayette, Louisiana, United States, 19 W 21st St, New York City 10010, USA, Remote    Posted: Friday, March 26, 2021
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Company Description

SchoolMint is the leading SaaS platform driven by our mission to help educators create bright, more sustainable futures. We offer powerful products that help schools run smarter enrollment management & student behavior management. 

We are a fast-growing & established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace & Drive Change. We take these seriously. At SchoolMint we live what we preach & embody values that empower us to delight our customers with award-winning products & top-notch customer service

Job Description

SchoolMint Customer Success team is looking for a driven & detail oriented Technical Account Manager (TAM). You will have responsibility to maintain a single-minded focus to ensure clients are extracting the most value out of their SchoolMint investment. The TAM will have a track record in translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive knowledge of the Schoolmint platform. You will forge relationships with your customers, developing a deep technical understanding of their SchoolMint solution, share technical best practices & act as point of contact for any major incidents, managing the customers expectations & communications through resolution of such incidents. 

The ideal candidate will have a strong technical background with at least 5+ years of hands-on experience in a similar technical environment & account management roles. 

In this role, you will focus on:

  • System Expertise: Has technical understanding of the customers entire SchoolMint solution including data flow/integrations (data imports, exports, reports, FTP, API) custom configurations, & custom client solutions. 
  • Client Responsiveness: Work with enterprise customer admins & key stakeholders (attending meetings, responding to inquiries or escalations, etc). Respond to customers & resolve their inquiries in a timely & helpful manner with a primary focus on meeting goals.  
  • Technical Troubleshooting: Natural problem solver. You thrive on using your technical knowledge & product expertise to troubleshoot & resolve customer issues & conduct investigations. 
  • Proactive Support:  Serve as the point of escalation for our support team and/or customers to manage resolution of critical support situations.
  • Proposing/scope solutions within the product or via customizations to meet unique client business needs. 
  • Cross-Functional Collaboration: Collaborate with team members across Support, Professional Services, Customer Success, Product, & Engineering as needed to resolve issues, improve product, & deliver great customer experiences.

About You:

  • 3-5+ years experience in a client-facing technical, data or systems role, ideally with enterprise level clients.
  • Previous Technical Account Manager, Implementation Specialist, Tier 2/Tier 3 Support (client-facing), Solutions/Sales Engineering experience is preferred.
  • Experience in database query languages such as SQL & GraphQL is required
  • Experience with SAAS software, administration or cloud-based web applications
  • Excellent communication, analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems.
  • Passion for solving customer issues in a fast paced environment
  • Ability to learn new technologies quickly & work independently
  • Bachelors degree in MIS/BIS/Computer Science/Tech preferred but not required.

Some Awesome Perks:

  • Medical, Dental, & Vision Insurance
  • Employee Paid Life Insurance, Short Term & Long Term Disability
  • PTO (15 days), Sick Days (5 days), Birthday Floating Holiday, Floating Holiday, Volunteer Day, & Company Observed Holidays
  • 401k (with a 90-day waiting period)
  • Flexible Spending Account (FSA) & Dependent Care Account (DCA)
  • Commuter Benefits 
  • Educational Assistance Program
  • Conferences & Meet-ups
  • Professional Development
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