Technical Account Specialist

3 weeks ago

Biñan, Philippines Frontier Full time

Join to apply for the Technical Account Specialist role at Frontier We are seeking a Technical Account Specialist to act as the bridge between our customers and internal teams, including Customer Success, Sales, Support, and Engineering. This role combines client-facing support with a strong focus on CS Operations —managing data, analytics, reporting, and internal tooling—to ensure smooth onboarding, adoption, and account success. Key Responsibilities Client-Facing Support: Partner with CSMs and Account Executives to understand customer needs and technical requirements Provide guidance on integrations with APIs, webhooks, and internal systems Troubleshoot and resolve technical issues impacting adoption or renewals CS Operations & Analytics: Build and maintain dashboards and reports on customer health, adoption, usage trends, churn forecasts, and other key metrics Analyze data to identify patterns, provide actionable insights, and support decision-making for CSMs and leadership Own or co-own CS tools (e.g., Gainsight, Totango, ChurnZero), CRM usage (Salesforce, HubSpot), integrations, automations, and data hygiene Recommend and implement process improvements to optimize workflows across Customer Success, Sales, and Support Partner with CSMs on renewals and expansion opportunities, providing technical guidance and operational support Participate in Executive Business Reviews or regular account check-ins to drive customer value Serve as an escalation point for complex technical issues Collaborate with Support, Product, and Engineering to resolve high-priority incidents Document solutions, workarounds, and best practices in the Knowledge Base What You’ll Bring Required: Experience in Technical Account Management, Customer Success Operations, Solutions Engineering, or Implementation for B2B SaaS Strong experience with CS tools, CRM platforms, dashboards, and reporting (e.g., Gainsight, Totango, Salesforce, Metabase, Looker) Skilled at data analysis, reporting, and generating actionable insights Understanding of APIs, webhooks, and common data formats (JSON, CSV, XML) Excellent written and verbal communication, capable of explaining complex concepts to technical and non-technical stakeholders Strong problem-solving mindset and operational focus Nice-to-Have: Experience in logistics, supply chain, or SaaS operations Familiarity with SQL or scripting (Python/JS) for dashboards, reporting, or data validation Experience with automation and integration tools (Zapier, Workato, etc.) Seniority level Associate Employment type Full-time Job function Customer Service Industries Human Resources Services #J-18808-Ljbffr

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