Associate Technical Account Manager

- Understand customer needs and translate these needs into strategic solutions and recommendations

- Presenting and facilitating large group meetings (phone/video) for small to enterprise clients with regards to Cookie Consent Manager (CCM) and Website Monitoring Manager (WMM)

- Provide technical assistance and troubleshooting to your clients during the implementation and deployment of the TrustArc technology products

- Work with the engineering team to scope, prioritize, and manage customer requests

- Be the primary Point of Contact for your clients and the Subject Matter Expert with regards to all the Technical TrustArc products

- Work effectively in a fast-paced environment and take the initiative to learn products quickly

- Proactively communicate with customers, from analysis through resolution, to keep them informed of status; provide follow-up upon resolution to ensure customer satisfaction

- Complete projects within agreed-upon timelines, maintain organized documentation of projects and tasks with established projected completion dates, and monitor timelines of client-requested tasks and manage client expectations. Identify opportunities to help expand customer adoption of TrustArc products

- Work in a Tier 2 support engineer capacity as the primary point of contact with the TrustArc Platform Support team to help resolve more complicated Self-Service Consent Manager issues

- Work as the first person to triage all incoming Consent Manager support requests to ensure orderly response and resolution for customers that email into that alias

- Achieve, maintain, or exceed required metrics and goals

- Troubleshooting reported bugs, partnering with the Customers and Engineers to reproduce and assist with diagnosing the issue

- Explore feature requests that are unclear until point you have reached a full understanding of what the customer is asking for and why