Technical Account Manager for industry-leading CRM company

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Please note: only individuals in the Seattle, San Francisco, or Irvine, CA areas with call center operations experience will be considered.




Company Information

RightNow Technologies is a leading provider of on-demand software solutions designed to optimize customer service operations for businesses of all sizes. RightNow's comprehensive customer service solution features a self-learning knowledgebase that is designed to seamlessly support multiple communication channels including web, interactive voice, email, chat, telephone, and proactive outbound email communications.

We offer our solutions through a multi-tenant, on-demand model to reduce the cost and risk associated with deploying traditional enterprise CRM software. We also provide business process optimization and product tune-ups throughout the lifecycle of our client relationships.

We have been ranked as the top on-demand Enterprise CRM Suite by Forrester Research, one of the most influential analyst firms in the world.  Not only are we the highest ranked on-demand vendor, we also received excellent scores relative to Oracle Siebel and SAP, the traditional (on premise) enterprise CRM vendors.

Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices throughout North America and in Europe, Australia, and Asia. For further information visit www.rightnow.com.Position Summary

The Technical Account Manager position is part of the Professional Services team.  In this position you are responsible for maintaining a high level of customer satisfaction by providing the customer with the best possible experience with RightNow.  This involves serving as the customer advocate, driving customer solution adoption, and producing a strong partnership between the customer and RightNow.  Technical Account Managers develop a consistent long term partnership with customers to ensure customers remain successful and realize the full value of their investment in RightNow Technologies. 

Technical Account Managers work with 1 to 4 customers and liaise with all internal RightNow teams (e.g. Professional Services, Technical Support, Product Development, Hosting, and Product Management).  You will ensure that needs and/or requirements considered critical to the success of our customers are communicated throughout the RightNow organization.  The Technical Account Manager is a strategic advisor to assist with further adoption of the RightNow solution and identifies product expansion opportunities. Essential Duties and Responsibilities

Following are summary descriptions of the essential duties and responsibilities of this position:Understand customer short and long term business goals and objectives as they relate to the RightNow solution and recommend industry and application best practices to ensure the long term success of the RightNow solutionProactively manage the account by creating plans for upgrades, busy season spikes, and solution expansion or changesProduce and deliver Quarterly Business Reviews:Recap on previous quarter accomplishmentsGain agreement on future goals, objectives, and prioritizationIdentify areas to improveBuild and maintain critical RightNow relationships to further strengthen RightNow’s presence in the accountResponsible for project quality assuranceServe as the primary point of contact for strategic and operational account planning and management in Service Delivery and Incident Support and Issue ResolutionUnderstand and advocate a customer’s product roadmap needs to Product ManagementKeep the client informed of information critical to their success (e.g. product roadmaps, new releases, customer events, organizational changes) Identify opportunities to expand the RightNow footprintMaintain close working relationship with the sales organization regarding customer healthGather and document requirements and deliverables for new Professional Services projectsBe an expert on a customer’s RightNow deployment.Essential Knowledge, Skills, Abilities, and Background

The following background is required:

· 7+ years experience implementing CRM applications and/or providing strategic advisory services and account management services

· Demonstrated business development experience working with team members to scope and sell professional services

· Capable of building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts

· Working knowledge of at least oneof the following business areas:

· Call Center/Customer Service

· Business Analytics

· Marketing Automation

· Sales Force Automation

· Working knowledge of at least one of the following technical areas:

· HTML Programming

· UNIX (Linux and/or Solaris) administration

· Microsoft Windows Operating Systems

· MySQL

· C, C++, C#/.NET Framework 2.0

· Web Services

· Server Side Scripting Language (JSP, PHP or ASP)

· Integration standards and methods (e.g. XML, SOAP, etc.)

· Previous experience with a major systems integrator and/or an enterprise software company preferred

· Expert user of RightNow CRM

· Ability to lead cross functional business and technical teams to provide timely issue resolution

· Ability to create and sell business cases to internal and customer teams

· Excellent organization, time management, and communication skills

· Willingness to ‘roll up one’s sleeves’ and assist wherever needed

· Team player who will work within the company to continue improving the way RightNow serves its customers

· Combination of business and technical experience

· Ability to travel up to 60%

· Bachelor’s degree or equivalent experience in computer science, business, or related field (Master’s degree preferred). Benefits

RightNow Technologies is always looking for great people. We need the best and the brightest to fuel our phenomenal growth and maintain our leadership in the industry. Work here is exciting and challenging—never dull! Pay is competitive, with medical, dental and vision benefits, stock options, life and disability insurance and 401(k) participation for full-time employees as well as opportunities for continuous learning and advancement. In addition, giving back to your community has never been easier with a generous match program and time off to perform volunteer work. You'll never have a better opportunity to have it all.



 

Click here to apply.