This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join our team as an Enterprise Technical Account Manager at Talon.One, where you'll play a key role in driving the success of our API-first promotion engine for our enterprise clients across the growing Americas region. You’ll take ownership of the technical integration process, ensuring our platform fits seamlessly into each client’s ecosystem. As the technical lead for your portfolio, you'll proactively monitor API usage, resolve recurring issues, and manage escalations in close collaboration with our Engineering and Customer Success teams. You’ll lead onboarding design, manage expectations, and deliver consistent value that boosts retention, growth, and satisfaction. In this strategic role, you’ll also explore new tech partnerships and integration opportunities that expand our ecosystem and unlock more value for our customers. Qualifications - 4+ years of previous experience working as a Technical Account Manager, Integrations Consultant, or other related role - Experience with full ownership of complex API integrations for assigned accounts - Demonstrated ability to successfully handle the demands of Enterprise accounts, including complex stakeholder management - Proven experience with SaaS based products - High level of problem-solving attitude in a troubleshooting environment - Excellent written communication skills with the ability to explain complex topics in easily understood and concise language to both technical and non-technical professionals - Excellent customer focus with a polite, patient, caring, calm and always professional demeanor - Analytical understanding with a high focus on data-driven decision making Requirements - Take ownership of the integration process of our API-driven platform with our clients' ecosystem - Troubleshoot repeat technical issues and drive issue escalation and problem elimination - Own and manage a book of assigned customers, including Enterprises, with a focus on the customers' API usage, ensuring retention, growth, and overall customer satisfaction - Work together with Customer Success Managers and our Engineering team towards providing great client service - Find new technology partners and integration possibilities - Manage customer expectations and lead them to customer satisfaction - Design Customer Onboarding Processes - Work with support on escalated tickets Benefits - Learning budget and LinkedIn Learning - Competitive salaries & 401(k) plan w/match - Medical, dental, & life insurance - Flexible PTO - Mental health support with Nilo.health Company Description Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

• Advise on technical support and product adoption for customers in line with pre-sales, post-sales and the renewal processes • Analyze customer’s IT Operations environment on a regular basis and provide recommendations that will maximize Datadog’s value. • Be the customer’s advocate by knowing their goals and use cases then suggesting process changes, product adoption, configuration and additional features to meet their requirements • Participate and prepare for Monthly and Quarterly Business Reviews with customers • Collaborate with Datadog’s product management, engineering and technical services teams to help identify new features and products • Continuously evolve best practice to technical product adoption and customer success

Company Information Clinical ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical ink is rewriting the clinical development experience. Job Description Clinical ink is seeking a Sr. Product Support Specialist to join our Product Support team based remotely across the United States! The Sr. Product Support Specialist will be responsible for analyzing and resolving escalated issues with a focus on critical and high-priority issues. The ideal candidate will have a passion for technical troubleshooting and solving problems combined with prior experience supporting eCOA systems and connected devices. The Sr. Product Support Specialist's responsibilities will be to: - Analyze and resolve Tier II and III and escalated issues with a focus on critical and high priority issues over 24 hours old - Provide exceptional Tier III technical assistance and support to external and internal users; act as back up to Tier II agents as needed - Collect detailed information to categorize requests to determine the best method of resolution - Research issues to determine if it is a persistent bug within the application; document bugs in bug tracker with all relevant information found during research and provide reproducible steps - Create and maintain ticketing system reports and dashboards to ensure accurate metrics and improve visibility - Communicate urgent issues and escalate as appropriate and as needed - Handle all escalated tickets as logged in the Triage Tracker - Work in conjunction with Management to create new internal processes and continuously improve existing ones to ensure a positive end-user experience - Act as a mentor and subject matter expert (SME) for Tier II agents, providing assistance and on-the-job education as needed - Manage departmental “living documentation” in the form of knowledge base, and update Work Instructions as needed - Provide assistance with root cause investigations, as needed - Provide technical training to new agents - Lead weekly technical training sessions and Customer-Centered Concierge calls - Work with and as a team, to provide world class support to our end-users and customers - Provide on-call support, as needed - Perform other duties and projects as needed and/or as assigned Qualifications - Associate’s degree and at least 5 years’ experience in a busy, customer-focused IT support role - Superior customer service skills - Ability to work and delegate work in high-pressure situations for optimum efficiency and team performance - Excellent oral and written communication skills; strong analytical abilities - Experience troubleshooting various software applications/hardware - Experience utilizing a ticketing system - Superior knowledge and understanding of eCOA systems and connected devices, particularly blood glucose monitoring systems - Knowledge of Windows 10 and 11 Additional Information Clinical ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. www.clinicalink.com ​

ABOUT THIS ROLE As a Technical Account Manager at Kibo, you will be the go-to technical expert for customers, guiding them through setup, troubleshooting, and optimization to ensure they get the most out of Kibo’s products. You will bridge the gap between the customer and internal teams, manage technical issues, and provide proactive advice to prevent future problems. ABOUT KIBO Kibo Commerce is a composable digital commerce platform for B2C, D2C and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. We are the only modular, modern commerce platform that supports experiences spanning eCommerce, Order Management, and Subscriptions. Merchants like Zwilling, Ace Hardware, and Jelly Belly trust Kibo to bring simplicity and sophistication to commerce operations and deliver experiences that drive value. Kibo’s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave™: Order Management Systems, Q2 2023, and named a leader in The Forrester Wave™: B2C Commerce Solutions, Q2 2022. By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo’s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you’re seeking a unique challenge with amazing growth potential, then come work with us! WHAT YOU’LL DO - Act as the main technical point of contact for key strategic customers, bridging communication with internal teams - Guide customers on product adoption and use, and troubleshooting to maximize performance - Manage critical technical issues by working with engineering, support, and product teams for quick resolution - Conduct regular check-ins to assess performance, address risks, and recommend optimizations - Build strong product knowledge to advise on best practices and custom configurations - Collaborate with Customer Success and Sales to support customer satisfaction, renewals, and growth - Develop technical documentation, training, and onboarding resources to support customer understanding - Monitor customer usage to proactively identify trends or potential issues - Advocate for customer needs and feedback to influence product improvements