Technical Support Account Manager

Job content

Unily is an award-winning digital employee experience platform designed for the world’s leading enterprises to connect, inform and engage globally diverse workforces with a meaningful digital experience. Unily was founded in 2005 and in 2021 we partnered with private equity firm, CVC in order to achieve our goal of tripling in size by 2026 – in both our customers and our people.

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Job purpose

As a Technical Support Account Manager (TSAM), you will be responsible for defined accounts, specifically focused within the operational landscape (Support) of each. The TSAM’S will be delivering both proactive and reactive services and act as a central point of escalation internally and externally for support related activities.

Working as a Unily and a customer advocate, the TSAM’S helps internally coordinate, and monitor support/operational progress to ensure timely resolution of customer cases and problems. A TSAM’S provides client communications by conducting yearly operational service reviews, providing yearly operational summaries for the last 12 months. TSAM’S should be comfortable presenting to all levels.

This is a hybrid role with a requirement to be in the Godalming office ideally 1 day per week.

Main Responsibilities

• Manage a portfolio of accounts to ensure client satisfaction and renewal of contracts. (20-30) within Operational support landscape.
• Act as the main point of contact for technical escalations and provide technical support to clients when required and agreed.
• Proactively identify technical trends, escalations and risks and track account status.
• Track, monitor and report the results of client tickets and incidents supporting the reporting needs of both clients and Unily.
• Escalate support issues that need further investigation or prioritization within Unily and manage them through to resolution.
• Collaborate with cross-functional teams to drive account health.
• Develop and maintain strong relationships with key stakeholders and decision-makers within assigned accounts.
• Prepare regular account review meetings, presentations and reports to effectively communicate the value of services to clients.
• Stay current on Unily features technology advancements to identify potential opportunities.
• Ensure timely and effective communication where required for technical updates to clients and internal teams.
• Maintain client specific information and documentation for support.

Knowledge, Skills and Experience

• Bachelor’s degree in Computer Science, Engineering or related field.
• 1+ years of technical account management, customer success, or related experience.
• Excellent written and oral communication skills in English language.
• Working knowledge of ITIL incident, problem and release management process and procedures.
• Strong technical background, with the ability to understand and communicate technical concepts.
• Ability to think strategically.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong interpersonal and relationship-building skills.
• Proficient in Microsoft Office.

Why work for Unily?

In addition to a generous salary, here are some things we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognise that life happens during the 9-5.30 and encourage a sustainable work/life balance.

We offer a fantastic suite of benefits. Including 25 days holiday, Vitality life cover, Aviva pension, life assurance, income protection and so many more.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.

Our commitment to sustainability and giving back to the community. We offer 1 fully paid volunteering day per year and the option to lease an Electric Vehicle through our salary sacrifice scheme. Our offices are also paperless.