• Managing the day-to-day operations of the entire service desk team. • Providing high-level technical guidance and ensuring exceptional service and support. • Establishing best practices and maintaining alignment with company standards. • Overseeing IT support team across global regions and ensuring 24/7 operations. • Conducting baseline KPI reviews and ensuring compliance with time logging agreements. • Providing exceptional frontline service via email and phone support. • Maintaining visibility into service desk performance and workload trends. • Driving problem investigations, conducting root cause analysis, and facilitating client communications. • Leading development and training programs for team members, conducting performance reviews, and mentoring staff.

• Act as the technical expert for carbon black applications in inks, paints, and coatings • Provide advanced troubleshooting on formulation challenges, including dispersion, flocculation, rheology, gloss, undertone, jetness and filterability • Support customers with grade selection, formulation optimisation and performance improvement • Lead technical discussions with senior customer stakeholders and formulation teams • Define best-practice dispersion techniques and application testing standards • Establish consistent laboratory testing methodologies across application labs • Build structured application datasets enabling faster technical recommendations • Support technical validation during product qualification and scale-up • Lead technical investigation of customer complaints and root cause analysis • Work with manufacturing teams on critical-to-quality parameters and process optimisation • Improve product consistency and strengthen technical credibility with key accounts • Represent the company at industry conferences, technical workshops and customer technology days • Develop technical papers, presentations and knowledge tools supporting the commercial organisation • Establish global technical services processes and KPIs • Support the development of a high-performance technical applications team • Manage application lab investments, budgets and technical priorities

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Technical Account Manager is responsible for making Arthrex Medical Education learning program customers successful by driving adoption, high customer satisfaction, and ensuring customer retention. They will help learning program customers attain greater learner engagement and program value, driving program health and success. The Technical Account Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. As the customer support lead for Arthrex Medical Education digital learning products, the Technical Account Manager will work to ensure that the health and support of key software products are being met. Additionally, they are responsible for overseeing training and support associated with the digital learning software used by Arthrex internal and external customers. Essential Duties & Responsibilities - Accountable for the customer’s overall success with Arthrex Medical Affairs learning programs, including onboarding, adoption, retention, customer health, and satisfaction. - Act as a trusted customer point of contact throughout the customer’s lifecycle, define measurable success, plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels. - Drive adoption of Arthrex Medical Education digital learning programs, using data to provide insights and progress customers through the customer lifecycle. - Develop, drive and measure key performance metrics such as customer satisfaction, customer retention, customer churn, volume trends, net promoter score, success of Technical Account initiatives, and the overall health of the customer experience. - Guide customers to develop and enhance their digital learning program by providing relevant tools and other resources. - Become a champion of Arthrex digital learning programs and products, and use this knowledge to effectively guide customers towards their desired outcomes. - Maintain a cadence of communicating with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement. - As the customer liaison for Medical Education learning software products, evaluate client requests to ensure that critical issues are resolved. - Be the voice of the customer internally at Arthrex by sharing strategic use-cases, process improvements and asks back into the internal ecosystem. - Contribute to ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success. - Responsible for developing policies, procedures, knowledge base content, and training guides related to customer support and success. - Engage with learning technology and Arthrex stakeholders to translate customer feedback into product requirements and feature enhancements. - Lead a monthly review of progress and updates for the leadership team. Qualifications - Passion for technology and driving measurable outcomes. - Understanding and application of basic principles and concepts related to Technical Account management and operations. - Knowledge and skills in account planning and developing strategic Technical Account plans. - Strong consulting skills and proven results working as a trusted advisor to drive value for clients. - Ability to prioritize, multi-task, and perform effectively under pressure. - Effective project management and organizational skills, specifically managing a high-volume customer base. - Exceptional organizational, presentation, and communication skills, both verbal and written. - Existing knowledge of software in digital learning (Intellum) with the ability to articulate its features and benefits to all levels. - Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners. - Ability to work both collaboratively and autonomously with a strong work ethic and positive attitude. - Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility. Requirements - Bachelor’s Degree required, preferably in business administration or education. - Technical certifications or professional development related to Planhat, Salesforce, Asana preferred. - Technical certifications or professional development related to Technical Account, public speaking, or similar preferred. - 3 years of Technical Account experience in a medical device or technology organization required. - Experience with Planhat, Salesforce, UserPilot, or Asana preferred. Benefits - Medical, Dental and Vision Insurance. - Company-Provided Life Insurance. - Voluntary Life Insurance. - Flexible Spending Account (FSA). - Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness). - Matching 401(k) Retirement Plan. - Annual Bonus. - Wellness Incentive Program. - Gym Reimbursement Program. - Tuition Reimbursement Program. - Trip of a Lifetime. - Paid Parental Leave. - Paid Time Off. - Volunteer PTO. - Employee Assistance Provider (EAP).

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Clerk is looking for a Senior Technical Account Manager to join our Solutions team, reporting to the Head of Customer Experience. You’ll own a portfolio of Clerk’s most strategic accounts—serving as their technical advisor, integration partner, and advocate inside the company. This role blends deep product expertise with strategic relationship management. You’ll help customers build complex identity and access management systems on Clerk, navigate pricing and packaging decisions, and surface insights that drive product development and revenue retention. This is a high-impact, high-autonomy role on a lean team where your work directly influences how customers experience Clerk. You’ll partner closely with Sales, Support, and Product to create a cohesive customer experience from first integration through long-term expansion. - You will own and manage a portfolio of accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle - Guide customers through complex integrations, including multi-workspace setups, SSO/SAML configurations, bot protections, and custom authentication flows - Drive revenue retention and expansion by proactively identifying risks, surfacing upsell opportunities, and partnering on custom pricing and packaging - Translate customer feedback and usage patterns into actionable insights for Product and Engineering, helping shape the Clerk roadmap - Collaborate with the Support team to build efficient escalation paths and ensure consistent customer experiences - Create and maintain technical documentation, onboarding guides, and internal knowledge resources that scale the team’s impact - Contribute to the development of the Customer Experience function as we build the systems and processes that will define how Clerk serves its largest customers Qualifications - 4+ years of experience in a customer-facing technical role (Technical Account Manager, Solutions Engineer, Solutions Architect, Sales Engineer, or similar) at a developer tools or SaaS company - Strong understanding of web authentication, identity management, and related protocols (OAuth, SAML, OIDC, JWTs). Prior experience with auth platforms is a strong plus - Able to read and discuss code with customers across modern web frameworks (React, Next.js, Node.js, etc) and debug integration issues alongside engineering teams - Proven track record of managing customer accounts and driving retention and expansion through trusted advisory relationships - Comfort operating with high autonomy in a fast-moving, globally distributed team where priorities shift and you’re expected to drive outcomes, not wait for direction - Experience working with CRMs (e.g. Attio, Salesforce), support platforms (e.g. Plain, Zendesk, Intercom) and async communication tools (e.g. Slack) - Excellent written and verbal communication—you can translate technical concepts for non-technical stakeholders and advocate persuasively for customer needs internally Nice-to-haves - Experience at an early-stage or high-growth startup in a post-sales or customer-facing engineering role - Familiarity with product-led growth models where support and sales signals drive pipeline - Contributions to developer communities, technical writing, or open-source projects Benefits - Competitive Salary – We want you to know that we value the skills and experience you bring to the table. We go out of our way to make sure that you feel fairly compensated. - Equity Ownership – At Clerk, we believe in shared success. That's why we offer a stock option plan so that everyone can benefit from the growth and prosperity of the company. - Work Gear - Set up your ideal home office with the gear of your choice. At Clerk, we want to ensure that you have everything you need to perform at your best. - Flexible Vacation Policy – We believe in work-life balance and trust you to take the time you need. Although we recommend 25 days per year, our vacation policy is unlimited. This is in addition to observing national holidays specific to your country of residence. - Diverse and Inclusive Team – Join our exceptional, diverse, and globally distributed team at Clerk. We are committed to fostering an inclusive environment where everyone can contribute their best in building impactful products and tools for the modern web.