We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.
Alteryx is searching for a Technical Account Manager. This position is remote-friendly.
Position Overview:
The Technical Account Manager (TAM) partners with Subscription Support customers to ensure satisfaction, drive case resolution, and assist with proactive support of their Alteryx Platform (Designer, Server, Promote, Connect, Designer Cloud, Intelligence Suite, AutoInsights). The TAM is the lead technical resource for the overall Support effort, technical initiatives, and any escalations for their accounts. They work with key stakeholders within the account and are responsible for efficient internal and external communications to maintain healthy Support activities.
Primary Responsibilities:
- Collaborate within Support, Product, Development, Sales and Customer Success to identify customer issues: Act as the primary technical liaison between customers and other Alteryx departments through resolution, usage, and enablement.
- Partner with customers and help them optimize and expand their use of Alteryx software through successful proactive support activities.
- Develop thorough understanding of the customers’ Alteryx Platform usage and configuration, maintain clear documentation for communication to other teams within the Support organization.
- Provide comprehensive guidance through environment upgrades with customers, minimizing production downtime and maximizing customer satisfaction with the Alteryx Platform.
- Identify recurring trends in customer’s Support usage and deliver guidance toward resources that may address common issues.
- Provide support on user cases by partnering with Support and escalating as necessary. Maintain ownership of escalation through resolution, ensuring clear communication between all relevant channels during the escalation itself.
- Monitor and maintain quality on all cases for their accounts, specifically: ensure all cases are properly documented, that SLAs are met, and that resolution occurs in a timely manner
- Maintain clear and consistent documentation on all customer activities/entitlement delivery through Gainsight and Financial Force tracking.
- Keep customers informed of product roadmaps and provide customer feedback to internal teams as necessary
Qualifications:
- Bachelor’s degree in computer science, engineering, business, or a related quantitative field.
- 5+ years of experience engaging directly with customers through Success, Support or other engagement model required.
- 2+ years of technical customer support experience required.
- Excellent written and verbal communication skills with the ability to communicate technical concepts to non-technical users, as well as collaborate with cross-functional teams including Sales, Customer Success, and Product Management/Engineering.
- Comfort communicating and presenting at any level of a company: from C-level to Line-of-Business user, from Support Engineer to VP of Engineering.
- Experience with Alteryx Platform or related technologies (Databricks, Knime, Qlik, Dataiku, Microsoft, etc.) preferred.
- Experience with database systems (SQL, MongoDB, etc) preferred.
- Experience with SalesForce or other CRM software preferred.
- Experience with Cloud Platforms (AWS, Google Cloud, etc) preferred.
- Experience with AI a plus.
- Experience with visualization tools such as Tableau, Qlikview, PowerBI a plus.
- Experience with languages (SQL or similar technology, shell scripts, command line, or related) is a plus.
- Ability to travel up to 10% required
Compensation:
Alteryx is committed to fair, equitable, and transparent compensation. Final compensation will be determined by various factors such as your relevant work experience, education, certifications, skills, and geographic location.
The salary range for this role in the United States is $91,500 – $121,200.
Employees may also be eligible for a wide range of other benefits, such as a bonus or commission, medical, retirement, financial, wellness, time off, employee discounts, and others.
Interested? Learn more and apply today at alteryx.com/careers!
Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.