Technical Account Manager

Logixboard

Logixboard

IT, Sales & Business Development
Seattle, WA, USA
Posted on Wednesday, July 26, 2023
About Logixboard:
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales.Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
About You:
The ideal candidate is a curious and process-driven individual who desires to work on ambiguous technical problems while implementing frameworks to diagnose, understand and solve those problems. This person is equally comfortable getting deep into the weeds with engineering as they are communicating with customers of varying technical sophistication. The ideal candidate has experience facilitating learning for customers who may be new or inexperienced with highly technical concepts. Here at Logixboard, we win and lose as a team, and we are looking for driven and strategic problem solvers who are proactive, organized, and detail-oriented. The ability to multitask in a diverse and fast-paced environment is a must in this exciting role.

You will:

  • Manage the technical side of customer on-boardings and build relationships with key stakeholders
  • Collaborate with Customer Success managers to present and implement long-term strategic goals during a customer's lifecycle
  • Troubleshoot and escalate technical issues in a timely manner, providing clarity and visibility on status updates both internally and externally
  • Ensure a high level of service to both customers and internal teams
  • Enlist & iterate upon ever-evolving support processes to serve our customers and generate a positive experience for our on-call R&D teams
  • Develop and nurture strong customer relationships by providing a world-class technical support experience
  • Act as the voice of the customer by providing insights to drive technical enhancements

We are looking for:

  • 5+ years of career experience in Customer Support, Customer Success, Client Onboarding, or Technical Implementation
  • Ability to get up to speed quickly on complex technical concepts
  • Excellent written and verbal communication skills
  • Experience writing client-facing technical documentation
  • Experience working with Enterprise-scale clients highly valued
  • Cargowise One or other TMS experience highly valued
  • Demonstrable proficiency in SQL and troubleshooting web APIs (JSON, XML) a plus
  • The salary range for this role is $129,000 - $153,450, plus equity. Where your pay would fall within that range will be based on 1) relevant experience, knowledge, and skills, as demonstrated through the interview process, 2) by considering parity with current LXB team members, and 3) current market data

Benefits:

  • We are a remote first company, meaning, you can work from home, from the mountains, from the beach, or wherever you feel like getting work done
  • Logixboard covers 100% of premiums for Medical, Dental, and Vision for you, with 75% of premiums covered for your loved ones. We’ll also offer paid life insurance and Long Term Disability
  • 12 weeks parental paid time plus a $2,500 parental bonus to support you and your family
  • Our 401(k) plan makes it easy to save for retirement and you can contribute your tax free dollars from day 1
  • In addition to statutory and Federal holidays, we offer our teammates Flexible Time Off (average is 4-5 weeks) that can also be used to observe holidays that are important to you
  • A yearly Learning and Development budget of $500 to find your own way to continue your professional development
  • To get your office set up, you will receive the basics (laptop, monitor, keyboard and a mouse), plus a one time WFH budget of $1,000 for you to get the other things you need in order to do your best work