Our client is redefining how municipalities, contractors, and engineers manage their infrastructure with cutting-edge pipeline inspection software solutions. Their mission is to empower clients to streamline the process of inspecting, managing, and reporting on pipeline conditions, ensuring their infrastructure stays ahead of the curve.

They’re in immediate need of a Technical Account Manager to be the technical consultant for their key client relationships. In this role, you will consult on the client journey post-implementation—from to long-term strategic growth. You will serve as the technical architect of their success, proactively driving retention, satisfaction, and value realization. If you thrive in a fast-paced environment and are passionate about turning complex technical implementations into meaningful customer experiences, they want you on their team.

Responsibilities:

Post Implementation & Strategic Account Management:

• Be the main technical advisor to key accounts post implementation, building lasting relationships by deeply understanding unique business needs and goals.
• Develop a strong view on ideal workflows and product usage, using it to guide clients to industry best practices
• Support all other accounts on an as-needed basis, stepping in whenever their Technical Support team or Customer Success Managers (CSMs) identify broader client challenges (e.g., performing training, helping clarify ideal workflow, etc.) building lasting relationships by deeply understanding unique business needs and goals.

Client Education & Advocacy:

• Serve as a technical point of contact, educating clients on how to effectively use their products so they feel empowered from the start.
• Act as the "technical voice of the customer," communicating feedback to product and development teams to drive enhancements that elevate the user experience.

Performance Analysis & Data Strategy:

• Dive deep into client data to monitor usage and success metrics post-launch in partnership with the CSM.
• Provide strategic, technical, data-driven recommendations that empower clients to reach their goals faster and more efficiently.

Retention & Strategic Growth:

• Keep clients engaged and excited about the roadmap, ensuring they maximize the value of their investment.
• Ensure assigned clients have no technical or knowledge barrier preventing them from fully using their product, increasing the likelihood of client retention.

Cross-Functional Collaboration:

• Partner closely with the CSM and technical support, finance, and operations teams to resolve issues swiftly and ensure seamless software integration with client systems.

Process Improvement:

• Continuously refine their "Success Playbook," improving workflows and implementation methodologies to enhance efficiency and client satisfaction.

Qualification and Requirements:

• Proven Experience: A track record of successfully managing software implementations and/or customer success portfolios, ideally in a SaaS environment. In addition, this individual has experience operating and evaluating CCTV inspection processes. This process should include the following: field data collection workflows, hardware configurations, desktop analysis, GIS and GIS integrations.
• NASSCO Certification: This candidate should be familiar with and knowledgeable regarding the NASSCO process and best practices.
• Technical Aptitude: Familiarity with project management tools (e.g., JIRA, Asana, Trello) and a strong understanding of software deployment processes.
• Relationship & Leadership Skills: Exceptional communication skills with the ability to lead diverse teams, manage stakeholder expectations, and foster collaboration.
• Solutions-Oriented Mindset: Highly organized with the ability to juggle multiple priorities and adapt quickly to evolving client needs.
• Excellent relationship-building skills.
• Bachelor's in engineering is preferred but not required.

Compensation is a base salary of $120-$140k or commensurate of experience plus full benefits.

Interested candidates should forward a resume (MS Word attachment preferred) plus a brief email describing your relevant experience and reasons for your interest to: Peter@jsmithassoc.com. Or you may call (978) 337-7118 for more information. All inquiries will be held in strict confidence.

Jeff Smith & Associates is a technical recruiting firm that specializes in the placement of exceptional candidates in the Water and Wastewater Treatment industries. To view other opportunities on which we are currently working, go to our website at: www.jsmithassoc.com.

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