Associate Technical Account Manager I

About Us As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit www.trustarc.com. We invest in our team member‚work-life balance, with paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have virtual team events such as trivia games, celebrating ‚international pet day‚lunch and learns, exercise classes, Women at TrustArc ERG, and many more. All of our above initiatives and employee support is in line with our six core values, IMPACT (Innovation, Make it Happen, Passion, Accountability, and Teamwork). We like to encourage our employees to end each day with the question: ‚Did I make an IMPACT today? And we acknowledge exceptional work through our IMPACT Awards, which includes a paid vacation! The Opportunity As an Associate Technical Account Manager (TAM) I, you will be responsible for the successful integration of TrustArc products, supporting small to enterprise level clients, and developing strong relationships with our clients that will lead to retention and growth of the business. You will identify overall areas for improvement and strive to improve client satisfaction. This position requires strong attention to detail, experience managing enterprise level clients, data analysis skills, great organizational skills, strong troubleshooting skills, and knowledge of web architecture. Having these attributes will help the team consistently exceed customer requirements. What You Will Do Manage and provide Tier 1 technical support for TrustArc‚ Cookie Consent Manager solution Answer all inbound client inquiries via Zendesk with courtesy and professionalism and quickly resolve issues for our customers Understand customer needs and translate this need into strategic solutions and recommendations Provide technical assistance and troubleshooting to clients during implementation and deployment of the TrustArc technology products Identify opportunities to help expand customer adoption of TrustArc products Maintain organized documentation of projects and tasks with established projected completion dates and monitor the timeline of requested tasks and manage client expectations Utilize various client-based tools and applications for customer management and servicing Actively contribute to the development and documentation of the product and enforcement of processes and policies Work and partner with others within a team-based environment Transfer/escalate customers to appropriate departments when required Explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why What You Will Bring A successful candidate will have experience connecting with and managing multiple clients in a consistent and positive manner It is highly preferred that the Associate Technical Account Manager I has a customer-facing background, experience with supporting enterprise-level clients, as well as an appreciation for and desire to learn more about privacy to help expand customer adoption of TrustArc products Required Skills: Bachelor's degree and 1-2 years of experience in software technical support account¬†management, or a technical¬†customer-facing role Understanding of technological platforms and web infrastructure Understanding of technical documentation including product specs and API integrations Intermediate knowledge in Microsoft Excel Intermediate knowledge of HTML/CSS/JavaScript and debuggers e.g. Fire