Staff Technical Support Account Manager

We’re changing the way people connect to social care.  At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.  Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010. As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs. Job Overview:  The R&D Department is composed of multiple disciplines, including software and database engineering, quality assurance, and technical implementation. The R&D team designs and develops requested product features, resolves platform bugs, provides technical analysis and estimates, ensures successful integration installations, monitors and maintains platform health, and builds automation and tooling to support efficient and reliable software development processes. R&D works cross-functionally with teams across the organization to support Findhelp’s mission of connecting people in need with the programs that serve them, with dignity and ease. The Staff Technical Solutions Engineer plays a pivotal role in supporting our rapidly expanding base of customers and partners that serve people in need across the United States. This role is responsible for driving and championing customer success through technical solutioning, exceptional customer and partner support, and the project management and implementation of our technical capabilities. The individual also serves as an internal technical subject matter expert and a liaison across cross-functional teams. In addition to delivering technical solutions, this role requires strong customer service skills and a genuine passion for the social care ecosystem. Responsibilities and Duties:

Develop and maintain strong customer and partner relationships through communication, relationship building, and technical mastery.

Guide successful technical implementations through scoping, planning, and execution of platform capabilities in alignment with customers’ business goals and drivers.

Drive system adoption by acting as a project manager, problem solver, and partner champion to implement technical solutions with partners.

Position customers for long term success through ongoing partnership and technical account management; deeply understand workflows, document, advocate, and solution to meet and exceed evolving customer needs. 

Serve as an expert in areas such as integrations, eligibility, or other technical areas of the product, providing responsive issue investigation and resolution. 

Diagnose technical issues and identify solutions to ensure successful implementations and ongoing platform success.

Standardize best practices for workflows that solve technical or otherwise complex challenges for customers and partners; advocate externally and internally for implementation of these practices.

Serve as an internal and external stakeholder for new and impactful technical projects that enable easy access to social care for those who need it.

Guide vendor partners to scope, develop, and implement new integrations or other technically complex product features.

Identify ways to improve the software and integration offerings, and work with Product and Engineering to prioritize, develop, and implement enhancements.

Qualifications:

5+ years experience in account management, technical customer support,  customer success, or partnerships. You're experienced working with teams of all levels, from analysts and application owners through executive leadership.

Communication powerhouse: You're an expert at tailoring your communication (whether presentation, verbal, or written) to your audience (you'll be working across internal, partner, and technical teams). You move fluidly between both the technical world, working alongside Engineers, and also the business world, leading requirements calls with customers and partners, including executives. You have experience leading escalated customer or partner situations and directing towards a positive outcome for all parties involved. 

Technically savvy: You’re technically adept, troubleshooting problems to determine the root issue and identify resolutions. You can learn new technologies quickly, using your time efficiently. You can write and run basic or moderately complex SQL queries for data exploration. You have demonstrated experience working with code, databases, integrations (APIs, Webhooks, etc.), SQL, JIRA, Python, Javascript, and/or Google Cloud.

You build bridges, not walls: You’re not afraid to jump into a problem and tackle it head on, and you’re always willing to help others (in fact, it excites you!). As the ‘swiss army knife’ of roles at Findhelp, you stop at nothing to get our customer and partner problems solved. 

Detail oriented: This position requires strong analytical, communication, planning, and project management skills.

You thrive in ambiguity: You're not afraid of researching stuff you don't know about. This assures you punch above your weight class — ability may be far greater than experience.

Independent: You're a leader and proactive self-starter and take ownership over your accounts and projects to drive them to resolution, needing minimal direction to determine and work towards the best path forward.

Organized: You can manage a broad scope of work expertly. You'll have a number of plates in the air, and you can ensure that none of those plates will drop.