Technical Account Manager - PrimePay, LLC

Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.  

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Technical Account Manager. The Technical Account Manager serves as a pivotal link between internal stakeholders and customers, educating them on product utilization, resolving configuration issues or collaborating closely with the development team to provide valuable insights and support. This role actively manages high-impact technology projects, ensuring seamless communication and successful implementation to enhance the production environment.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment.  With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day.  Interested? Join us in our evolution!

What YOU will be doing: 

• Strategic Planning & Consulting: Regularly engage with clients to understand their business goals and proactively advise on system optimizations, new features, and best practices. Guide clients through complex technical decisions to maximize the platform’s value
• Proactive System Health Monitoring: Monitor client system performance, usage patterns, and potential risks, identifying gaps and suggesting improvements before there is an impact to the client
• Project Managing Technical Escalations: Responsible for owning and tracking open item logs, ensuring that any open issues or technical escalations are actively managed. This includes maintaining clear communication with the Technical Escalations team and ensuring that progress is regularly communicated to the client
• Technical Escalation Management: Work closely with the Technical Escalations team and Product Development to resolve high-priority technical issues swiftly. Manage communication between the client and internal teams, ensuring alignment
• Advocacy for Clients: Advocate for assigned clients within the organization, addressing needs related to product development, feature requests, and ongoing technical issues
• Client Success and Retention: Responsible for ensuring the long-term success and satisfaction of assigned clients, aiming to increase client retention through personalized care and technical guidance

Success will come if you have: 

• Bachelor’s degree in a related field
• 5+ years of experience in Technical Support/Team Lead, preferably in the Payroll Services industry
• Proficient in independently managing and steering strategic technical initiatives to completion while collaborating effectively within a team environment
• Demonstrated skills in project management, showcasing leadership qualities, and adeptness in mentoring others
• Strong command of SQL, SaaS concepts and technology, and a diverse array of technologies within the end-user support landscape
• Exceptional verbal and written communication abilities, ensuring clear and effective interaction across diverse stakeholders
• Possesses a strong service orientation, focusing on clients' needs, and delivering high-quality solutions
• Quick learner with the ability to navigate complex processes, showcasing adaptability and effective problem-solving skills
• Experience in providing technical support, offering advice and troubleshooting assistance for product or service-related queries

PrimePay Offers:

• A competitive salary in the $80 - 100K range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

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