Strategic/ Technical Account Engineer

ITpipes is a company focused on redefining how municipalities and engineers manage infrastructure through innovative pipeline inspection software. They are seeking a Technical Account Engineer who will serve as a technical consultant for key client relationships, ensuring client satisfaction and retention through effective project management and strategic growth initiatives.

Responsibilities:

• Be the main technical advisor to key accounts post implementation, building lasting relationships by deeply understanding unique business needs and goals
• Develop a strong view on ideal workflows and product usage, using it to guide clients to industry best practices
• Support all other accounts on an as-needed basis, stepping in whenever our Technical Support team or Customer Success Managers (CSMs) identify broader client challenges (e.g., performing training, helping clarify ideal workflow, etc.) building lasting relationships by deeply understanding unique business needs and goals
• Serve as a technical point of contact, educating clients on how to effectively use our products so they feel empowered from the start
• Act as the 'technical voice of the customer,' communicating feedback to product and development teams to drive enhancements that elevate the user experience
• Dive deep into client data to monitor usage and success metrics post-launch in partnership with the CSM
• Provide strategic, technical, data-driven recommendations that empower clients to reach their goals faster and more efficiently
• Keep clients engaged and excited about the ITpipes roadmap, ensuring they maximize the value of their investment
• Ensure assigned clients have no technical or knowledge barrier preventing them from fully using our product, increasing the likelihood of client retention
• Partner closely with the CSM and technical support, finance, and operations teams to resolve issues swiftly and ensure seamless software integration with client systems
• Continuously refine our 'Success Playbook,' improving workflows and implementation methodologies to enhance efficiency and client satisfaction

Requirements:

• Proven Experience: A track record of successfully managing software implementations and/or customer success portfolios, ideally in a SaaS environment. In addition, this individual has experience operating and evaluating CCTV inspection processes. This process should include the following: field data collection workflows, hardware configurations, desktop analysis, GIS and GIS integrations
• NASSCO Certification: This candidate should be familiar with and knowledgeable regarding the NASSCO process and best practices
• Technical Aptitude: Familiarity with project management tools (e.g., JIRA, Asana, Trello) and a strong understanding of software deployment processes
• Relationship & Leadership Skills: Exceptional communication skills with the ability to lead diverse teams, manage stakeholder expectations, and foster collaboration
• Solutions-Oriented Mindset: Highly organized with the ability to juggle multiple priorities and adapt quickly to evolving client needs