Technical Account Manager - Atlanta, GA

Technical Account Manager - Atlanta, GA

This is an opportunity for a talented Technical Account Manager based in Atlanta who will support our team, based in Barcelona, driving the best solutions for one of our main customers based in the US

Whisbi’s Live Engagement Platform helps brands maximize website value and convert more web visitors into customers by engaging & guiding them at every step of the customer journey. Our platform combines, live video, chat, voice, web/content sharing, and chatbot. We are transforming Digital Sales & Marketing through differentiating online customer experiences that improve Live Engagement and increase sales conversion. Whisbi has been shortening sales cycles for large enterprises for over ten years, by delivering Live Engagement solutions that engage customers in the exact moment a sales decision occurs.

Our customers are global companies in Telco, Auto, Insurance, and Retail, who want to create winning omnichannel customer experiences online. Whisbi’s all-in-one, software-as-a-service allows Marketers to add a layer of interactivity and personalization to their websites and online marketing campaigns while enabling Sales and E-Commerce executives to increase their conversion rate quicker and more efficiently than ever before.

To cut to the chase, this is what we do: 

About the role 

As a Technical Account Manager, you’ll handle strategic customer operations and help in the implementation/integration of our solution to ensure Whisbi’s ability to scale in one of our main customers.

About the team

The Whisbi Support team is made of talented, experienced professionals that ensure a correct understanding and use of Whisbi's software from pre to post-sales phases. Indeed, they are the point of contact with both external and internal stakeholders.

Part of the team is located in our headquarters in Barcelona, but there are other team members working remotely from Atlanta and Madrid. Yet, it is a very unified team that works together to provide Whisbi's customers with the best experience, offering the most suitable solutions in the shortest times.

What you'll be doing on the team

  • Learn the customer system and provide guidance to properly integrate it with our systems.
  • Deeply understand call center setups and integrations with the customer marketing tech stack
  • Research, analyze and use your problem-solving skills to troubleshoot application issues
  • On-site customer visit to make sure best practices are followed across different locations and teams
  • Planning for new features and strategy for testing new releases
  • Offers architecture and scaling guidance and operational support during the preparation and execution of planned events such as shopping holidays, product launches, or migrations.
  • Provide extraordinary customer experience and helping drive an ongoing engagement strategy
  • Partner with Sales & Customer Success on cross and up-sell opportunities while maintaining the trusted advisor relationship with customers

About you

A self-starter and leader with an interest in the telecommunications or high-tech sector, a problem solver and strategic thinker with a customer-first mentality, and a consistent record in delivering extraordinary customer support. Your skills and accomplishments to date should include the following:

  • You have relevant experience in technical support in B2B and SaaS companies, at Level 3 and level 4.
  • You have technical skills, Basic knowledge of Javascript (no coding skills but understanding the structure): Ability to read and understand HTML/CSS
  • Familiarity with REST APIs and API documentation
  • Knowledge of the Call-Center environments (telephony workflow, Metrics)
  • Good ability to grasp technical documentation
  • Strong communications skills, ability to explain technical concepts to non-technical people.
  • A critical thinker with the ability to logically and methodically investigate and problem-solve.
  • You have a good understanding of metrics: know what drives your customer’s business and how it affects ours
  • You are an autonomous professional, able to find the best solutions for issues and/or problems to help your customers' satisfaction
  • Effective cross-department communication

About us 

We can offer you a great culture and the following perks: 

  • Competitive salary package
  • Pension Plan and Health Insurance, 50% covered by Whisbi
  • Career progression opportunities
  • Remote work: we would like the future employee to be based in Atlanta, but the job would be home-based
  • Yoga classes fully offered by Whisbi
  • Free online languages courses
  • Company events and amazing international team

Follow us on Instagram and see what we are up to or have a look at Glassdoor to see what it's like to work at Whisbi!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Or, know someone who would be a perfect fit? Let them know!

Remote and Flexible culture!

We want to hire the best talent without any geographical restrictions.

That is why we are open to recruiting people placed anywhere. What's important for us is talent, passion, and motivation to join our team.

We have a physical office in Barcelona, Madrid and Atlanta. But all those employees located in these three cities, can either decide to go to the office or stay at home... daily, and with no limits!


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