Technical Account Manager

At Epignosis, we build workplace learning software that enables more than 70,000 teams worldwide to offer training to millions of people. Our portfolio of tools can be used by organizations of any size and includes TalentLMS - a zero-overhead cloud LMS, eFront - an enterprise LMS, TalentCards - a mobile app for training the deskless workforce, and TalentHR - a lightweight HRIS to manage people ops. We are competing with the world’s top eLearning solutions and we aim at becoming world’s #1.

We're on a mission to democratize training by developing simple, accessible, and affordable software. We count 12.000+ companies as customers and with more than 11 million users logging in to use our platforms, we are a much-loved global leader in learning tech. At home, we are quickly becoming one of the largest SaaS company to come out of Greece.

We are looking for a Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for proactively managing our Enterprise customers whilst you will need to be able to process a significant amount of technical specifications, questionnaires, security requirements - all for the purpose of ensuring that the customers can continuously get value out of their LMS. One of your main objectives will be to understand how each customer operates and assist them in familiarizing with the platform, while addressing any exceptional needs that can potentially arise, in collaboration with our support and product teams. As a Technical Account Manager, your primary objective will be to maintain customer engagement, whilst increasing customer retention rates and ultimately contributing to Epignosis’ growth.

Responsibilities

• Own and manage a dedicated portfolio of Enterprise accounts.
• Manage the entire subscription lifecycle of the assigned customers, including their onboarding, guiding their initial implementation, their retention and revenue expansion to counter churn.
• Advise customers on best practices and usability questions during the lifetime of their subscription.
• Review the specifications for custom requirements, integrations and/or any extended operations.
• Collaborate with our Support and Product teams to address any escalated customer requests.
• Mediate on any issues related to billing and subscription (delays, failed payments, special terms).
• Provide consultation sessions to customers, making sure that they are using the LMS to its full potential. Proactively monitor the customer’s usage of the portal and make recommendations to help the customers succeed in their goals.
• Identify upsell and cross sell opportunities.
• Identify churn signs and activate a churn prevention process.
• Conduct “year in review” meetings, while scheduling for the renewal of their service.
• Keep customers informed on new releases, improvements, webinars or any feature requests that the customer requested before.
• Collect feedback from customers and record feature & improvement suggestions.
• Generate advocacy: Success stories, case studies, reviews, involvement in NPS campaigns and other marketing projects.

• Prior Technical experience in Support (Tier 2 or higher)
• 2-3 year experience in customer facing roles (e.g. Account Management, Customer Training, Customer Support or Technical Sales roles)
• Native or near-native in English
• Bachelor's degree or higher
• Excellent communication skills and a positive attitude
• Ability to prioritize, multitask, and manage your own time productively
• High energy and positive attitude

Nice to have

• Prior experience in Sales/Commercial related roles
• Proficiency with internal operations tools (e.g. CRM, Customer Success and Work/Project Management tools)
• Previous experience with SaaS
• Previous experience with e-Learning

The most important thing we offer is a safe and healthy professional environment, giving you the opportunity to work on products that positively impact millions globally. Become part of Epignosis, a diverse group of smart, fun, and GIF-loving professionals in offices worldwide, including the U.S., the U.K., Greece, and Cyprus! Our employees enjoy benefits that enhance productivity and contribute to their professional development. Apart from that, we also offer:

• Competitive compensation packages
• Private health insurance plan
• Meal allowance
• Professional development initiatives - we’re not just creating LMSs for others, we’re also learners ourselves!
• Gorgeous office space or opportunities for hybrid work
• A vibrant working environment full of creative individuals
• Work/life balance ― i.e., we go big AND we go home