Technical Account Manager

  • Montréal, Quebec, Canada
  • Technical Support
  • Full-time
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Are you someone who believes that a positive experience can make a huge difference in people’s appreciation of specific companies, services or products?  As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department?  Can you remember the best experience you had when in need of assistance?  Did it influence how you felt about the company?  Chances are, it did.

At Coveo, our Technical Support team is on a mission to transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers can strive towards their desired outcomes.  If this resonates with you, please read on. 

The mission

Coveo Support is not your typical call center image that you might imagine when you think of support.  We are not siloed into tiers (levels) of support.  We are a team of specialists with great knowledge of the Coveo Platform.  The Technical Account Manager’s mission is to work with Coveo customers on ensuring that they get the best experience interacting with Support and using the platform:

  • Own the Customer/Support relationship
  • Be a facilitator internally and externally to help resolve customer issues
  • Act as the first point of escalation for support cases
  • Collaboration with internal teams contributing to our customers’ success

To do so, you will work with a team of Product Specialists and Experts to ensure customers under your responsibility get the service they expect from Coveo.

Sounds interesting? This is what it looks like on a daily basis!

Once you are all settled in to start off the day (whatever that means for you: coffee, side chat with colleagues, etc.), here’s what you’ll be doing:

  • You kick things off with a quick review of open cases for your customers, see if any outstanding actions have to be taken and plan your day accordingly
  • A quick participation on the daily SCRUMs with team members to see if your assistance is required on a specific case
  • You reach out to the Customer Success Manager to get updates on the most recent activity for your accounts
  • You jump on a customer call to review current case progression and determine next steps to take for resolution, in collaboration with the Support team
  • A new escalation request comes in for one of your customers.  You get your head around the situation, reach out to the case owner to get the latest update and determine next steps.  You interact with a colleague from R&D and learn more about more technical parts of the platform. You put an action plan together to get this resolved ASAP and communicate it to the customer.  The customer is happy with the action plan and waits for the next update.  Great job!
  • You start working on the quarterly reports for the next Executive Business Review.  It’s important to show customers how efficiently we are working to resolve their issues.
  • Finally, you take one last look at your dashboard to ensure nothing is unattended before your day is over.

You are passionate about customer service

Although previous experience is a plus, a natural thirst for knowledge combined with a demonstrable customer service history can make a difference. More specifically, here is what we’re going to look at in your profile:

  • You are a true believer in delivering enriching experiences
  • You are passionate about technology
  • You have customer management experience
  • You are analytical and like to play with data
  • You are bilingual (English and French)
  • You are organized
  • Finally, you strive working in a fast paced environment, believe in teamwork and collaboration and are great at solving puzzles

Do you hit all the marks? You might be the one!

Simply put, the ideal candidate is a smart, customer-oriented, motivated and autodidact individual. Our interviewing process allows us to look beyond technical background and identify raw talent. We pride ourselves on our ability to provide you with learning opportunities which will allow you to truly exploit that talent and exceed your potential in our midst.

Think we have a fit? In this particular role, you’ll be able to develop your expertise and make a real difference with customers and colleagues. Send us your resume and tell us more about yourself and why you believe you would be a great fit for our team. Join the CoveoLife!

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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