Technical Account Manager

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

We are on the hunt for a dynamic Technical Account Manager to join our newly created Technical Account Management team at Multiverse. The role forms a vital part of our business structure, bridging various departments and bringing together the delivery, learning and tech teams to provide swift, effective client issue resolutions.

Responsibilities

• Overseeing client issue resolution, and actively working with the Customer Success Manager to coordinate approaches on account-related activities.

• Liaising directly with clients regarding issue resolution, ensuring swift and effective outcomes that satisfy both the client and reflect positively on our business objectives.

• Identifying patterns and commonalities in issues that arise and devising resolutions that do not reinvent problem-solving protocols.

• Partnering closely with tech and product teams to automate processes and develop product improvements based on recurring client feedback and issues.

• Utilising project management skills to influence stakeholders, prioritise various tasks, and maintain a broader understanding of urgency of issues.

• Setting realistic expectations with clients while also equipped to handle objections professionally and effectively.

• Maintaining a balance of reactivity and proactivity, troubleshooting issues as they arise while also anticipating potential challenges to mitigate risks.

• Ensuring Customer Success Managers are fully supported and set up for success in their roles, allowing them to focus on delivering value to clients.

• Contributing to the constant improvement of customer service processes within the newly formed SaaS customer success team.

Requirements

1. Proven experience in customer support or management roles.

2. Exceptional project management skills and ability to handle multiple responsibilities.

3. Excellent customer service skills, with the ability to handle objections and manage customer expectations.

4. High level of adaptability and problem-solving acumen, with a proactive approach in foreseeing potential challenges.

5. Ability to influence and work collaboratively with internal stakeholders and external clients.

6. Strong understanding of SaaS businesses and the dynamics of a customer success team within such organisations.

7. Understanding and practical knowledge of tech and product development processes.

About you and your skills

• Excellent Communication Skills: This role involves handling client issues and working with several teams. Therefore, clear and effective communication is crucial to ensuring seamless operations.

• Problem-Solving Skills: A primary part of this role is identifying and resolving issues. Therefore, adept problem-solving skills are vital. This includes analytical thinking, creative problem resolution, and the ability to make quick, effective decisions.

• Resilience: The ability to remain calm under pressure, manage conflict, and rebound from setbacks or challenges.

• Leadership Skills: The success of this role relies on the ability to efficiently lead collaboration across multiple teams. Demonstrating strong leadership skills such as the ability to inspire others, make tough decisions, and take responsibility are crucial.

• Technical Acumen: Understanding and keeping up with the latest tech trends can help in identifying potential solutions and automating processes.

• Project Management Skills: Being organised and detail-oriented will help in handling different tasks, setting priorities, and meeting deadlines.

• Customer-Centric: A strong focus on customer satisfaction and experience is important for nurturing positive client relationships and ensuring the best outcomes.

• Proactive Approach: Anticipating potential issues before they happen and creating strategies to prevent them shows initiative and forward-thinking.

• Adaptable: As part of a newly formed team, the ability to adapt to new processes and strategies, and navigate uncertainty will be important.

• Empathy: Understanding and addressing customer needs and frustrations from their perspective to deliver a positive customer experience.

• Collaborative: The ability to work well with various teams and stakeholders, fostering a collaborative and inclusive environment.

• Strategic Thinking: The ability to see the larger picture and align daily tasks and goals with the company’s vision.

At Multiverse we value innovation, collaboration, and the commitment to ensure the best outcomes for our clients. If you share our values, possess the required skills, and are passionate about making a positive impact, we'd love to hear from you.

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.