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Technical Account Manager – Kira Systems

Added on the 2nd May 2017 at 11:04 am
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Who We Are

Kira Systems is a fast-growing Toronto-based software company. Our mission is to empower enterprises through intuitive, easy-to-use software tools for uncovering relevant information from their contracts. The Kira application is built upon our own proprietary, state-of-the-art machine learning technology. Our customers include some of the world’s best law firms, professional service firms, and corporations. They use Kira to quickly and accurately review and analyze contracts for due diligence, real estate and financial transactions as well as contract management.

We make serious enterprise software, we have fun doing it, and are always looking for talented people to join our team. We strive to constantly learn, question the crowd, push the boundaries of existing technology, and solve difficult problems. We take pride in providing a world-class customer experience. We regularly achieve high marks for our support and the overall ease of doing business with us.

Description

As a technical account manager, your role will be to help organizations get the most out of Kira, whether they access it as SaaS or have installed it on premises. Working closely with our Account Directors and Customer Success Managers, you will be dedicated to understanding your customers’ goals and taking a consultative approach to achieving them. Our TAM will need to understand not just customers’ technical environments but their business needs and challenges. You will coach them on the best ways to solve their challenges, and in many cases help create as well as project manage the implementation of technical solutions.

As part of the customer success team, you will work closely with sales, marketing, support, operations and the product team acting as the voice of your customers internally at Kira Systems. In this endeavor, you must love working with customers and thrive on seeing them succeed.

Responsibilities

Partner with Account Directors and Customer Success Managers in managing a portfolio of accounts
For prospective customers, help scope evaluations, and guide prospects through successful technical evaluations and proofs of concepts
Review and ensure accurate and thorough responses to security questionnaires, in collaboration with the support team
For both prospective and current customers, ensure prompt and complete resolution of technical challenges and business issues that have been escalated, coordinating with internal teams (Sales, Customer Success, Product, or Systems) to ensure a great customer experience, meeting customer needs while managing customer expectations.
Provide relevant technical recommendations on solutions and enhancements specific to customers’ business needs.
Manage quarterly upgrade process for Kira customers who have installed the software on premises.
Provide instructions and assistance with setting up and configuration product extensions such as integrations, single-sign-on, etc.
Advise on use of Kira built-in integrations as well as API to connect Kira to other customer systems and help achieve customers’ business goals
Help monitor adoption and utilization, and provide guidance to customers
Enable release readiness by ensuring customers have release notes and documentation in timely manner.
Provide timely account or issue status reporting both to customers and management.
Empathize with every aspect of the customer experience, putting customers’ needs first, and being an advocate for the customer’s needs internally.
Provide feedback to Systems, Product, Marketing, and other teams to continually improve upon Kira application.
Other duties as required. These might include: representing the company at conferences and events, and more.

Qualifications

4-year college degree in a relevant field or equivalent, computer science, computer engineering, or equivalent experience.
4+ years relevant work experience in a technical customer-facing customer success, account management or strategic consulting organization. Ideally with a combination of SaaS experience and on premises software support.
Basic Linux system administration skills, and ideally some Linux and shell scripting experience.
Technical experience with virtualization, such as VMware vSphere, and cloud technologies, especially Amazon Web Services.
Understanding of (and preferably experience with) network management.
Good understanding of network security best practices.
Solid debugging, troubleshooting, and general problem solving skills.
Ability to analyze technical concepts and translate them into business terms, and to map business requirements to technical features
Great customer service skills, with the desire to make users satisfied. Diplomacy, tact, and poise under pressure .
Excellent verbal and written communication skills, with the ability to work as a part of a team. Good presentation and public speaking skills.
Be self-motivated and able to manage projects successful without oversight.

Location

Toronto, New York, or London

Sound good?

We want to hear from you. Apply on this page or email your resume to kirasystems-krsy0669@applications.recruiterbox.com.

Make sure you include:

a resume or LinkedIn profile,
a cover note explaining why you would be a good addition to our team, and
your compensation expectations.

Kira Systems welcomes diverse candidates.