Job description
About Onit
Onit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies. Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and corporate legal departments bridge the gap between systems of record and systems of engagement.
Position Summary
Onit is looking for an experienced Senior Technical Account Manager (all genders), in full-time for our EMEA region, based in Germany or Lithuania (remote with up to 10% business travel).
The successful Senior Technical Account Manager (reporting to our global Manager, Technical Account Managers) will serve as an advocate and escalation manager for their assigned customer accounts, ensuring delivery of a world class customer support and services experience. Partnering cross-functionally with various global Onit teams (Account Management, Customer Success, Support, Services, Product), this person will be responsible for ensuring that we are available and responsive to our customers’ issues and needs, helping to resolve them in a timely manner and achieving the highest level of customer satisfaction. The Senior Technical Account Manager will be the technical and subject matter expert of the Onit platform and solutions, consulting and advising customers and account teams when escalations occur and when new opportunities for enhancements and solutions arise. This role will also assist in the renewal process as needed and might mentor/train Technical Solutions Specialists and Support Specialists.
Responsibilities and Duties
Supporting the effort to ensure the highest levels of customer satisfaction with our solutions and services, the Technical Account Manager will have the following responsibilities and duties:
Be the technical and subject matter expert on Onit’s platform solutions, services and processes + customers’ specific current solutions and future needs, in order to effectively advise and make recommendations to customers and account teams
Navigate internal processes efficiently to help achieve customers’ and account team’s goals and needs
Identify potential areas of concern for customers before they arise, gauging technical feasibility and impact of forthcoming changes, establishing proper expectations and providing a solution or plan for resolution
Help resolve support escalations timely via effective and timely communication, providing status updates to customers and management throughout an escalation; Review, determine and report on root cause for all escalations
Own and run regularly scheduled technical support ticket status calls with customers, as needed
Prioritize issues/requests for appropriate delivery teams to ensure visibility, attention, progress and eventual closure; Work with appropriate departmental management to ensure proper resources and priority as needed, facilitating communication between customer and internal teams when necessary
Act as the advocate and voice of the customer to drive service, solution and product change; Provide data-based feedback (enhancement request, support issue and escalation trends) to other departments for continuous improvement
Document customer-specific configurations, commitments or handling as needed
Other responsibilities and duties that arise to ensure efficient and proper handling of technical consulting requests, customer escalations and support-related account management and projects
Provide assistance, guidance, and coaching to colleagues where needed
Work on special projects as assigned
Skills and Qualifications
7+ years of customer-facing technical account management, support or service experience
5+ years of project management experience or working with deliverables/timelines
Bachelor’s Degree in Information Systems, Computer Science, or a related field is a plus
Based in Germany or Lithuania
Highly organized with outstanding written and verbal communication skills in both German and English
High EQ: Maintain emotional awareness of self and others
Remains calm and patient while managing various projects and tight timelines
Ability to build rapport, credibility and strong relationships with team, peers and customers
Aptitude and appetite to learn new technologies
Proficient troubleshooting and reverse engineering skills
Ability to be self-managed and open to fail forward
