Arity-Technical Support Account Lead
Founded by The Allstate Corporation in 2016, Arity is a data and analytics company focused on improving transportation. We collect and analyze enormous amounts of data, using predictive analytics to build solutions with a single goal in mind: to make transportation smarter, safer and more useful for everyone.
At the heart of that mission are the people that work here—the dreamers, doers and difference-makers that call this place home. As part of that team, your work will showcase both your intelligence and your creativity as you tackle real problems and put your talents towards transforming transportation.
That’s because at Arity, we believe work and life shouldn’t be at odds with one another. After all, we know that your unique qualities give you a unique perspective. We don’t just want you to see yourself here. We want you to be yourself here.
The Team
As the connection between the client and company, the Customer Success team serves as both the voice of the customer and the face of Arity. Customer Success is - you guessed it - a customer-centric team working daily to develop shared goals through practical solutions, which offer real results. Collaborating daily with sales, engineering, product, and business strategy teams, Customer Success manages diverse relationships with grace and skill. They're empowered to flex their creativity when solving problems, onboarding clients, and gathering customer feedback to ensure continued satisfaction. The Customer Success team is the advocate for our clients – the sounding board. Do you think you're up for the challenge?
The Role
As part of the Customer Success team, Arity Technical Support Account Leads are highly experienced advocates and technology consultants dedicated to our largest and most strategic clients. Technical Support Account Leads provide an operational partnership with clients to optimize product health and accelerate adoption of technology into client programs. The Technical Support Account Lead maintains the technical solutions and configuration services after the point of sale that directly contribute to the long-term success of our customers' programs.
A Technical Support Account Lead should both be a tech-savvy professional who is able to explain technical information to a non-technical audience and capable of creating lasting client relationships. They are results-driven and aspire to achieve high customer satisfaction by providing our customers with world-class technical support and strategy that further strengthens customer relationships and ensures our customer's success.
In addition to the above set of functions, key elements of the role include serving as a primary, technical go-to person for multiple customers, establishing business and operational understanding of the environment. Hands-on, confident technical expertise is required to work through challenges and events, and oversee day-to-day operational needs. A Technical Support Account Lead will field technical questions, handle customer issues, and influence partners to improve the customers' health. The overarching goal is to fully understand our customers' technical and business requirements, to anticipate and avoid issues; identify and mitigate risk; and create a successful partnership with Arity
Responsibilities:
- Handle a Case load with daily triage and prioritization, which includes review, escalation and coordination across Arity's product teams, and assessment of impact and severity
- Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
- Maintain regular communication with both external and internal teams, constantly handling customer expectations
- Engage with Director and VP-Level executives to translate business needs into technical and operational plans
- Work hands-on with Customer Success Management, Engineering, Product Management, and Production Support to address issues, questions, and requests
- Provide detailed reviews of service disruptions, metrics, and trends
- Drive communication relative to customer issues throughout Arity
- Analyze and present impactful data and insight to leadership
- Demonstrate thorough knowledge of client environments to assist teams in better serving customers
- Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Arity engineering, sales, and product teams
- Ensure timely response and resolution to technical and product outstanding items
- Assess and document customers' technical environment to reveal ongoing insight and improvement opportunities
- Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and guidance
- Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
- Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
- Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
Qualifications
- Bachelor's Degree or equivalent in Computer Science or Business
- 5+ years of experience in consultative, IT Customer Support and/or related role in technology
- 1+ year of experience in Product Development or equivalent
- Exceptional CX focus and abilities
- Proven ability to adapt to new technologies and learn quickly
- Demonstrated presentation skills, including confidence in front of audiences both small and large
- Professional demeanor, ability to collaborate with and lead diverse teams throughout Arity
- Excellent, advanced written and verbal communication skills
- Strong conflict resolution and negotiation skills
- Sense of urgency in driving closure around blocking issues and open technical issues
- Strong personal organization skills, as well as prioritization and time management skills
- Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
- Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
- Ability to manage multiple stakeholders across multiple teams
- Familiarity with Agile development methodologies, such as, Scrum
- Ability to work independently and prioritize work and actions accordingly
- Ability to understand customer feedback and share/socialize with the appropriate internal stakeholders
- Strong Microsoft Excel Skills - Lookups, Pivot Tables, Charts, Statistics
- Ability to work in a very fast-moving and learning environment
- Basic understanding of IoT, Auto Insurance and Telematics
- Basic understanding of Software Engineering and Phone Application development concepts
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
That’s the day-to-day, now let’s talk about the rest of it. As we mentioned, Arity was founded by The Allstate Corporation. But you’ll be working for—and at—Arity. It’s the best of both worlds. You’ll get access to the full suite of Allstate benefits and work in a fast-paced startup culture. That’s more than just free breakfasts and brain breaks. It’s a culture that encourages you to be you.
Sound like a fit? Apply now! We can’t wait to meet you.
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Allstate generally does not sponsor individuals for employment-based visas for this position.
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