Technical Account & Implementation Manager

Job description

Working @Surfly

Surfly is a high-growth and award-winning Amsterdam-based start-up building interaction middleware that can share, secure and transform web experiences. We help our clients thrive in the era of digital transformation and remote product / service distribution, especially in highly regulated industries. We enable innovation of all online interactions with our proxy technology and API.

Our flagship product, co-browsing, enables leading organisations to enhance their customers’ journey in a fast and intuitive way. With features like video chat, secure document signing, PDF document completion, and file sharing, our powerful technology and API-first approach enables our customers to innovate faster and create collaborative online experiences where both parties can take control and feel like they are sitting side-by-side.

Who we are looking for:

We are looking for a dedicated, ambitious, and self-driven Technical Account & Implementation Manager with strong analytical, and problem-solving skills who is not afraid to dive into technical details. The ideal candidate feels comfortable speaking to a technical audience and has experience building and maintaining client relationships. 


Your Role

Project Managing the Onboarding of new clients and execution of Implementation (40%)

Functioning as the de-facto link between client and internal teams regarding the project. Manage implementations via standard methodology at new clients to get the technology up and running/demonstrate its' capabilities within a specified time frame. Explain processes and timings, align resources, manage projects, inspire and get business input.


Advisory (30%)

You will act as our “go-to” SME for Surfly's technology with a value-first approach when working with our customers and partners.
Act as a specialist when conducting customer-facing technical sales calls, developing and tailoring product demonstrations, and teaming up with our partners in leading a technical sale.

Collaborate with assigned Sales Teams in response to technical requirements such as RFP/RFIs and provide them with your expertise on our product portfolio.

Also act as an advisor to existing clients in order to help them get the most out of Surfly technology. Understand the tech stack and objectives of the client and help translate these into a future-proof roadmap aimed at adopting the Surfly technology. Inspire the client with innovative examples / new features and collaborate with our team to achieve sustainable growth.


Offer excellent ongoing technical support to existing clients (20%)

Assist customers’ technical requests and take care of any technical issues. Build strong customer relationships, especially with key customer stakeholders and sponsors. Always strive to provide exceptional customer experience and manage customer expectations while leading them to satisfaction. Keep track of key account metrics, where you communicate the progress to both internal and external stakeholders.Take initiative in identifying growth opportunities.

Product Development (10%)

Provide input to the internal team around product improvements and opportunities, derived from conversations with technical account managers, solutions engineers and customers.

Surfly Perks:

· Work with an exceptionally bright, talented and fun bunch of colleagues

· Employee Stock Option Plan: we are all owners and shareholders of our company - Surfly's success is in our hands!

· Rest up with 25 holidays per year

· The occasional company-wide gathering and team outings

Requirements

  • Strong technical background with customer facing skills
  • Basic web integration and API experience
  • You have a strong knowledge of web technologies and an understanding of software Cloud Services
  • Call/ Contact Center technology knowledge is a plus (ie. NICE InContact, Vonage, AWS, Cisco)
  • You are comfortable in the dynamic atmosphere of a technical organisation with a rapidly expanding client base
  • You must possess strong presentation skills and be able to communicate professionally in written responses to emails, RFPs, and when submitting reports
  • At least 3 years of experience in a similar role (Technical Account Management, Solutions Engineering, Sales Engineering)
  • Excellent prioritisation and analytical skills
  • Experience with scripting/ coding skills with web technologies like HTML, CSS, JavaScript, HTTP
  • Excellent verbal and written communication in English
  • Part of the client group is based in the US, occasionally we expect you to accommodate joining calls in the (early) evening in CET timezone.