About the role

SkyKick is in search of a charismatic, technical, career-minded Technical Account Manager to join our Partner Success Team. This position is located at our Australian office. In this critical role, you will impact the success of not only our team and our company, but most importantly, the success of our Partners and how they thrive through the use of cloud technology. You are passionate about learning as much as being able to help others. This role affords you the opportunity to directly influence and improve the experience of our products and services that are pioneering the Cloud Market.

If you are someone with expertise in the Microsoft ecosystem, and you have a technical, consultative, troubleshooting mindset, then this may be the perfect role for you. The workplace culture is casual but hard working amongst like-minded thought leaders who know how to work hard and play hard.

Given the uniqueness of SkyKick’s technology and business model, during the first 4-6 weeks you will be focused on training, not interacting at all with our Partners. Once trained, this role will then continue with on-the-job training, performing support duties answering phones and emails, for approximately 2 months. It is anticipated that you will be trained and activated into your TAM duties within 3 months of your start date, pending your readiness. The training period is paid as you are a full-time salary employee from day 1.

What you'll be doing:

Weeks 1-6: Training

• Focused exclusively on learning the fundamentals of our technology, expanding that knowledge, and how to apply it
• Shadowing and mock scenarios
• (Not contributing to any duties other than learning)
• Quizzes and proficiency tests
• Training program consists of classroom sessions, demos, research, and testing product
• During training, you should be prepared to work Mon-Fri 9am-5pm PST, with potential training in our Seattle Headquarters

Weeks 6-12: Product Specialist

• Peer with Product Specialists, taking inbound support calls and emails from real SkyKick Partners about all SkyKick products
• Writing well-constructed emails about complex technical issues
• Investigation and troubleshooting
• Actively monitoring platform to ensure quality
• Self-Managing prioritizations to maximize partners’ and customers’ experience
• Collaborating in team environment, escalating when necessary

Weeks 12+: Technical Account Manager II

• Training/Educating customers on not only what technology does, but why it does so
• Demoing product
• Identifying and communicating business value from nuance technology features
• Technical Pre-Sales Engineering motions
• Assisting Sales Team with technical escalations to unblock sales
• Delivers remote and on-site technical training to Partners
• Long-Arc Account Management
• White-glove project management to Partners
• Technical escalations
• Solo presentations at Partner events and offices around Australia and New Zealand

About You

• 2+ years of customer service experience in a technical environment
• Knowledge and experience with web-based applications, networking technology, and email
• Executive-level vernacular with excellent written and verbal skills
• Technical acumen and ability to learn new concepts quickly
• Knowledge of Microsoft products and Partner ecosystem
• Public speaking & technical training
• Excellent troubleshooting and problem skills
• Experience with email migration and/or SkyKick technology is a plus