Technical Account Manager, Bilingual – English and Spanish

Centrical provides an employee-centric success platform that holistically navigates employees, turn-by-turn, to success. Using actionable KPIs, deep gamification, personalized microlearning, collaboration tools, and augmented coaching, Centrical puts the employee at the center of business success. With Centrical, employees succeed and grow, and businesses perform their best. Founded in 2013, Centrical serves a diverse client base comprised predominantly of global fortune 500 companies. Our platform is deployed worldwide and used by hundreds of thousands of employees. At Centrical, our people are driven by innovation and passionate about unlocking employee potential. Through a culture that’s encouraging, collaborative, and inclusive, we provide daily opportunities to excel. Centrical operates globally with offices in New York, London and Israel

 Customer Success

At Centrical, there is nothing more important than the success of our customers. In the Customer Success Group, our trusted experts help our customers to accelerate adoption, engagement, and performance of their most valuable asset, their people. In collaboration with Sales, Technology & Product, and our Partner community, we bring the full power of Centrical resources to bear to help customers achieve dramatic and sustainable business value.

Responsibilities:  

• Principal technical advisor and advocate for portfolio of 8-10 Enterprise accounts across implementation, integration, and long-term technical continuity, helping customers to enable their organization’s digital adoption with Centrical
• Ownership of customer technical implementation and administrator training on the platform
• As an integral part of the Customer Success team, establish a deep knowledge of their business, organization, and data to help empower them to realize the full value of the Centrical platform
• Product expert and escalation point for internal delivery teams and customers to manage and facilitate a resolution for technical incidents and issues
• Actively update customers on the technical evolution of the product, platform and security
• Collaborate with Customer Success Manager, Sales, Marketing, Product, and our Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all our available resources to drive customer success.
• Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs
• Support monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement

 Requirements: 

• 3-5+ years of Technical Account Manager experience leading the technical implementations and support for a large portfolio of Fortune 1000 clients at a software company [SaaS model] or management consultancy [Bain, Deloitte, McKinsey].
• Deep quantitative and database analysis skills, with proven business insight and judgment.
• Excellent time management and both written and oral communication skills
• Proactive problem solver with high attention to detail and strong sense of personal accountability
• Ability to rapidly develop and deliver creative business solutions for complex business problems
• Experience implementing and supporting SaaS platform solutions is preferred
• Experience with IT product development and support standards and network communication protocols is preferred
• Experience using a variety of customer and commercial management tools and technologies to support customer engagement and data management (e.g. Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries, REST APIs). SQL experience key
• Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member
• Thrives working within a globally dispersed, multilingual team
• Ability and willingness to travel from time to time
• High Level of English and Spanish
• BA or BS required.

Centrical is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.Centrical does not accept unsolicited headhunter and agency resumes. Centrical will not pay fees to any third-party agency or company that does not have a signed agreement with Centrical.

To apply please send your CV to jobs@centrical.com