Technical Account Manager - Portland

Webtrends founded the web analytics industry in 1993. Today, our leadership extends much further, to social media measurement, paid-search optimization and connecting the online and offline data silos scattered throughout organizations. We help Customers turn the data generated by their web site, blogs, online campaigns and enterprise systems into understanding of their customers and, ultimately, business opportunity. Our people and products help Customers answer complicated business questions – rather than disguise incomplete answers in colorful charts and graphs.

Webtrends, the market leader in web analytics is seeking a Technical Account Manager. This successful candidate will be responsible for all technical support aspects for one of Webtrends major customers. The Technical Account Manager ensures resolution of customer application problems and will provide metric reporting against service level agreements directly to the customer. The position will require time spent on-site at the customer’s location. The candidate must thrive in a fast pace environment and be able to manage multiple priorities and demands of a major account and be able to effectively communicate to all levels of the customer’s organization.

Position Description
The Technical Account Manager (TAM) is part of our Worldwide Technical Support team and works directly with customer at all levels of the their organization. The TAM is responsible for overseeing the customer’s technical issues with the Webtrends solution. The TAM will provide value during the transition from the implementation phase and throughout the on-going production phase of the customer engagement.

Additionally, the TAM will provide relief for the initial technical support call volume as the customer’s support employees are hired and trained. After the customer’s staff is deployed, the TAM will continue to add significant value in providing daily operational support as well as directional and strategic guidance for meeting new business requirements of the Webtrends solution.

Position Description The Technical Account Manager (TAM) is part of our Worldwide Technical Support team and works directly with customer at all levels of the their organization. The TAM is responsible for overseeing the customer’s technical issues with the Webtrends solution. The TAM will provide value during the transition from the implementation phase and throughout the on-going production phase of the customer engagement.

Additionally, the TAM will provide relief for the initial technical support call volume as the customer’s support employees are hired and trained. After the customer’s staff is deployed, the TAM will continue to add significant value in providing daily operational support as well as directional and strategic guidance for meeting new business requirements of the Webtrends solution.

Primary Responsibilities

• Dedicated to the customer – 40 hours per week
• Resolves Technical Support cases
• Oversees all of the customer's cases
• Provides day to day support to customer's support team
• Provides escalation management of customer's issues
• Provides customer specific configuration and profile documentation
• Provides directional and strategic support to customers project team
• Provides periodic management reporting to the customer

Requirements

• Tier 2 or 3 Technical Support or equivalent experience with Webtrends
• 2 or 3 years experience working at Webtrends in a technical discipline
• Customer facing skills with a major enterprise company

Interaction:
This position works in a team-oriented environment. As a result, the incumbent must build and maintain strong and effective working relationships.

Supervision:
This is an individual contributor position.

Job Location/Working Conditions:
This position operates in a high rise in downtown Portland, Oregon.
This job requires extensive time working on a computer.
Incumbent must pass background check.
We offer an exceptional working environment, salary commensurate with experience and an incredible benefits package.

Position Type:
Full-Time/Regular

WebTrends is an equal opportunity/affirmative action employer supporting workforce diversity. m/f/d/v.