Technical Account Manager

At Bejoynd our passion is customer success, as we have learned that customer success is the main driving point for our company’s success. We are looking for someone that is just as passionate as we are when it comes to being service minded and helpful.

About the role

As Technical Account Manager (TAM) at Bejoynd you will work together with a Customer Success Manager to proactively assure that the services, service levels and system infrastructure are optimized and delivered to our customers in the online gaming sector around the globe. The Technical Account Manager TAM sits at the core of our customers operation, assuring that any operational and technical issues are addressed and rectified at agreed service levels.

As the TAM you will provide technical support to customers before and after a sale. You will also work tight together in the customer success team to build strong relationships with our customers and ensure customer satisfaction. We will offer you an independent role in an agile team where you will also be part of the 24/7 Incident Management team. 

Primary responsibilities

  • Act as technical expert and advisor on the customers technical setup and assure usage of our product is well understood and optimized by our customers.
  • Assure agreed IT-services, service levels and processes are delivered to our customers.
  • Proactively suggest improvements in the setup and gather feedback and information from customers to suggest new/changed features to the product manager.
  • Manage the help desk ticketing system and take ownership of any reported issues/bugs until a satisfactory resolution is achieved. 
  • Plan, communicate and execute updates to customers setup, and when necessary, document and create reports to external auditors.
  • Gather information about issues and add the solution to our growing knowledge base.
  • Write internal and external incident reports if an incident should occur.
  • Together with the customer success team train and proactively suggest better usage of the system functions.
  • Assure customers setup is properly documented and updated when new functionality is added.
  • Provide ad Hoc data mining support for our customers.
  • Participate in the out-of-hours (on-call) schedule (including weekends) to support any technical emergencies.

To fit in the role as our new TAM

  • Have a customer focused and analytic mindset – you will liaise with technical as well as commercial managers from the customers side, so it is key to be able to communicate on all levels and to be able to fulfill their expectations of our great service.
  • Be Structured and have solution-oriented work manners – an eager to drive cases to a resolution and involve needed resources to deliver result to our customers. 
  • Be tech savvy with entrepreneurial mindset – curious about technology, understanding of distributed high volume 24/7 SaaS services.
  • Be a problem solver who can grasp problems on a solution level and who likes to find and fix root causes. You are comfortable to either drill down to find solutions yourself, or to guide our skilled developers to find the root cause of any issues or incidents. 
  • Be self-going, responsible and an effective communicator/motivator, which includes being a great listener and observer as well as a great pedagogic presenter.

Background and experience

  • 3-5 years’ experience from IT operation and/or support
  • University education within IT or IT management
  • General know-how about SaaS cloud operation, preferably AWS and Kubernetes
  • Experience from online gaming
  • Fluent in English (writing and verbal)


Formal education and experience are not the most important, as we will value the right personality, and how you fit in with the company culture and motivation.

Facts

  • Permanent employment
  • Salary according to agreement
  • Location HQ Växjö, Sweden but can be partly remote
  • Application must contain CV and cover letter.
  • Recruitment is in progress so please send your CV as soon as possible!

Do you feel like this is a perfect match?
Then apply by sending a mail to job@bejoynd.com.

For more information about the job – contact Annie Mourad at annie.mourad@bejoynd.com or +46733292311.

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