Provide product expertise to clients and develop a deep understanding of client’s business practices and operating environment.
Monitor support request flow for assigned clients and aggregate common issues for broader resolution (i.e. product enhancements, training, etc.)
Become intimately involved with clients’ configurations and architecture to assist with outcomes.
Work closely with PDE (Product Development & Engineering) to identify features and functionality that are trending among Routeware customers that will provide more value to customers, as well as provide opportunities for revenue growth.
Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
Develop and understand the client’s technical environment, product configurations, and business processes.
Liaise with engineering teams to resolve escalated technical issues where appropriate.
Assist with challenging client requests or issue escalations as needed .
Cultivate a strong culture of talent development .
Instill a customer-first culture, focused on placing Routeware customers at the forefront of every business decision .
Focus on scalability and a growth mindset with a detailed focus on providing exceptional service to Routeware customers.
Understands Routeware technology, product offerings, and industries served.
Fosters and promotes innovative thinking and collaboration across teams
Mentors team and cross teammembers, helping them to develop skills and capabilities in support of their professional growth
Leads and contributes to Account Management initiatives as needed
Ability to travel up to 50%

Requirements

A customer-centric mindset with a focus on delivering exceptional service
Deep Technical knowledge including the ability to understand data structure, pseudo code, and/or a mastery of data centric tools like Microsoft Excel.
Strong relationship-building skills
An excellent reputation as a reliable, customer-focused professional who can react quickly to problems while working in a fast-paced & dynamic environment
Capable of effectively managing multiple projects, teams, time zones, etc.
Ability to work at a strategic level while working on change management, process implementation, etc.
Exceptional communication skills (both written and verbal)
Process-oriented and highly organized with the ability to establish comprehensive execution plans.
Problem solver with a solution-oriented mindset
Ability to motivate teams and help drive a customer-focused and obsessed culture within the organization
Ability to manage expectations and requirements of internal and external stakeholders while performing day-to-day

Benefits

Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
Paid parental leave
Medical and Dependent FSA
401K match
Unlimited PTO
Ten company holidays
1 Volunteer day
Summer Friday's

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

data structurepseudo codeMicrosoft Excel

Soft skills

customer-centric mindsetrelationship-buildingcommunication skillsproblem solvingorganizational skillsproject managementmentoringcollaborationcustomer-focusedgrowth mindset