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Technical Account Manager

Vault Platform

Vault Platform

IT, Sales & Business Development
United Kingdom
Posted on Tuesday, June 4, 2024

About Vault:
Some of the biggest problems people can face in their careers are harassment, discrimination, fraud, and corruption. We’re on a mission to change work culture and enable trust and integrity in organizations so they can become the best version of themselves.

Vault Platform is a leading provider of ethics and compliance solutions, empowering organizations to cultivate a culture of integrity and accountability. Our platform offers advanced reporting channels, resolution tools, and integrity insights to help businesses proactively manage and mitigate risks associated with workplace misconduct.

We have lots of opportunities for new joiners to really make their mark, so now is a great time to come on board! We’re looking for talented, driven, and mission-aligned individuals who share our vision for the workplace of the future and want to join us on our important journey.

About the role:

As a Technical Account Manager at Vault Platform, you will play a crucial role in ensuring our customers maximise the value of our solutions. You will act as the primary technical contact for our clients, using your expertise to manage and resolve support queries, provide technical guidance, and collaborate with internal teams to drive customer success.

What you'll do be responsible for:

  • Primary Technical Point of Contact: Serve as the first line of support for inbound end user queries using the support tool, Intercom. Manage, triage, and resolve issues, escalating to second-line support when necessary.

  • Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring they are proficient in using Vault Platform’s features and tools. Develop and publish on-demand training materials and other knowledge center resources for end users.

  • Technical Guidance: Provide expert advice on product capabilities, best practices, and troubleshooting techniques to help customers optimize their use of Vault Platform.

  • Cross-Functional Collaboration: Work closely with Customer Success, Engineering, and other internal teams to ensure seamless service delivery and continuous product improvement.

  • Customer Feedback Loop: Gather and relay customer feedback to the product team to inform future development and enhancements.

  • Documentation and Reporting: Maintain detailed records of customer interactions, issues, and resolutions. Prepare regular reports on support activities and customer satisfaction metrics.

What you'll bring to the team:

  • Experience: Minimum of 3 years in a technical support, account management, or similar customer-facing role within a B2B SaaS environment.

  • Technical Proficiency: Strong understanding of SaaS platforms and experience using tools like HubSpot, Notion, Shortcut, and Intercom, or similar.

  • Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.

  • Problem-Solving Abilities: Proven track record of diagnosing and resolving technical issues efficiently and effectively.

  • Customer-Focus: Strong customer service orientation with a commitment to ensuring high levels of customer satisfaction.

  • Team Approach: Ability to work collaboratively with cross-functional teams to achieve common goals.

Joining Vault:

Our remote-first working approach means we have teammates all around the world.

Each Vault employee (or Vaultie, as we like to call ourselves) has the option to work from home, at a co-working space in their local area, or a combination of the two. Please note that we're only able to consider candidates who are based within the UK for this position.

But we also believe in the magic that happens when people get together, so each Vaultie will join the Hub closest to them, whether that be in Israel, the US or UK. We then bring each of our Hubs together for Hub Week - a week-long event filled with fun, learning, and collaboration - a few times a year.

We also set our team up for success as much as possible, so when you join Vault you'll get:

  • stock options (own a piece of our journey)

  • mental health support platform

  • a new laptop and a generous budget for setting up your own workspace

  • access to co-working spaces

  • learning and development

  • pensions/401k with employer match

  • enhanced leave entitlements and much more!

We're a group of bold thinkers and doers who believe that talent and ego are in negative correlation. We’re passionate about our values, we know what greatness looks like and we strive to achieve it every day. Diverse thoughts and experiences are core to how we operate, and we always look to challenge ourselves outside our spheres of comfort.

Vault is an equal opportunity employer. Our social mission means we work hard to lead by example; our platform is for everyone, and so is the company we're building.